This study aims to understand the importance of retail employee’s service quality for disabled shoppers and identify the relationship between fashion retail employee’s service quality and disabled shoppers’ loyalty intention.

The research is conducted by a Master’s student studying in Fashion Retail Management at London College of Fashion for the final year dissertation. Only respondents above the age of 18 are eligible for the survey. Kindly note that the data collected will be confidential and shall be used for educational purposes only. Thank you for the participation and time.
Section 1: General

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* 1. What is your age?

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* 2. What is your gender?

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* 3. How do you usually shop for fashion apparel

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* 4. Is a retail employee’s service quality important to you when shopping in a fashion (physical) store?

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* 5. Do you consider the retail employee's service quality as part of the retail store’s accessibility?

Section 2: Retail Employee's Service Quality
Based on your last shopping experience for clothing in a physical store, please rate the following questions

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* 6. The retail employee approached me without showing any sign of discomfort

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* 7. The retail employee did not ignore me when I entered the store

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* 8. The retail employee was not afraid of interacting with me

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* 9. The retail employee greeted me politely when I entered the store

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* 10. The retail employee spoke to me first before offering me any assistance

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* 11. The retail employee spoke to me instead of my companion (if applicable)

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* 12. The retail employee was aware of my presence when I was in the store but did not follow me around

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* 13. The retail employee served me patiently
(e.g. bringing me products that were beyond my reach, guiding me to the fitting room etc.)

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* 14. The retail employee did not feel irritated when I did not buy the product he/she brought to me (if applicable)

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* 15. The retail employee assisted me voluntarily when I needed assistance (if applicable)

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* 16. The retail employee removed any obstacles immediately when it blocked my way (if applicable)

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* 17. The retail employee brought me products that I wished to view

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* 18. The retail employee was willing to handle exchange and return for any product that was not suitable for me (if applicable)

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* 19. The retail employee had good product knowledge and did not keep me waiting for too long

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* 20. The retail employee had good product knowledge and did not seek help from other retail employees

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* 21. The retail employee was able to recommend me with product that is suitable for me

Section 3: Customer satisfaction and loyalty intention
Based on your experience (for which you answered the questions above), please rate the following questions

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* 22. I feel comfortable shopping with the retailer

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* 23. I feel welcomed to the store

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* 24. My overall satisfaction with the retailer is high

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* 25. I will say positive things about the retailer to others

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* 26. I would recommend the retailer to others

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* 27. I will encourage my family and friends to shop with the retailer

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* 28. I will consider the retailer as my first choice in the future

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