Nordstrom and Rustan's: Who is the better customer service provider?

• Main Authors: Flores, Luisa Isabel A., Lopue, Ginny Lynn C.
• Format: text
• Language: English
• Published: Animo Repository 2002
• Subjects: Department stores—Customer services, Customer services; American Studies
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/4194
• Institution: De La Salle University

Abstract. The present study is a comparative analysis aimed to determine which between Nordstrom of America and Rustan's of the Philippines, is a better quality service provider. A sample of one hundred customers was utilized to respond to the survey forms and answer the interview. The study reveals that Nordstrom is a better quality service provider than Rustan's thus, the former produces more satisfied customers than the letter. It also shows that Nordstrom has an edge over Rustan's on the five dimensions of quality service. However, the two stores were found to have similar customer service policies that only differ on the ways they are implemented. Moreover, factors like customer preferences and culture were found to influence how these policies were implemented.