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Using in-depth interviews to identify investors' service quality expectations from stockbrokerage firms

conference contribution
posted on 06.12.2017, 00:00 by Rooma RamsaranRooma Ramsaran
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

868

End Page

871

Number of Pages

4

Start Date

01/01/2005

Location

New Delhi, India

Publisher

Institute for International Management and Technology

Place of Publication

Gurgaon, Haryana, India

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

University of Mauritius;

Era Eligible

Yes

Name of Conference

International Conference on Services Management

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