Prozessqualität in handelsunternehmen: Wie viele kunden erhalten eine bestellte leistung in der gewünschten form?

The rat race in the German retail business rose increasingly during the last years. The consequence is an aggressive price-competition between retail companies. Due to the common concentration on price-strategies, price is - from the customers point of view - no longer a criteria for differentiation towards competitors. Nevertheless retail companies face the opportunity to differentiate on an basis of service-quality, which is - like the price - directly perceived by the customers. Empirical studies indicate that retail companies often cannot satisfy the expected service level. Significant performance gaps and subsequent measure have to be identified to ensure a sustainable company success. By meeting the customers expectation customer satisfaction and customer loyalty can be increased.