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Using in-depth interviews to identify investors' service quality expectations from stockbrokerage firms
Investigating. stockbrokers' service quality is vital for investors, stockbrokerage jinns and the stockbroking industry. The SERVQUAL instrument has been proposed as a broad-based measure of service quality that may be applicable to the stockbroking industry. In-depth interviews were carried out with thirty individual investors on their expectations from their stockbrokers. Results from the study verify SERVQUAL dimensions but demonstrate additional dimensions such as core stockbroking services and professionalism/skill/competence that are specific to stockbroking services.
History
Parent Title
Proceedings of International Conference on Services Management, March 11-12, 2005, Radisson Hotel, New Delhi, India.Start Page
868End Page
871Number of Pages
4Start Date
2005-01-01Location
New Delhi, IndiaPublisher
Institute for International Management and TechnologyPlace of Publication
Gurgaon, Haryana, IndiaPeer Reviewed
- Yes
Open Access
- No
External Author Affiliations
University of Mauritius;Era Eligible
- Yes