The role of garment sizing in creation of customer satisfaction: Indications from focus group responses

Rose Bujehela Otieno

16 citations0/0 files storedJournal of Fashion Marketing and Management

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Consumer Perception and Purchasing Behavior

Abstract

Meeting sizing needs in today's clothing is an important aspect of customer satisfaction. Based on the critical incident and grounded theory techniques, data from focus groups with parents are analysed to establish consumer satisfaction/dissatisfaction with children's garment sizing. While results revealed that parents were dissatisfied with garment sizing, the study focuses on specific causes of dissatisfaction. The centrality of efficient sizing in creation of consumer satisfaction is underscored.

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1992Basics of Qualitative Research: Grounded Theory Procedures and Techniques.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1988Possessions and the Extended Self 1993Book Review: Questionnaire Design, Interviewing and Attitude Measurement 1982An Investigation into the Determinants of Customer Satisfaction 1990The survey research handbook 2011“Stretching” Exercises for Qualitative Researchers

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2006Variations in Canadian women's ready‐to‐wear standard sizes 2009A Proposal for a New Size Label to Assist Consumers in Finding Well-fitting Women’s Clothing, Especially Pants: An Analysis of Size USA Female Data and Women’s Ready-to-wear Pants for North American Companies 2008Approaches in researching human measurement 2011How Computer Technologies May Change the Way Women Buy Apparel

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