Title: Service quality in cosmetic industry

Authors: P. Pinakapani, M.S.R. Sesha Giri, K. Sruti

Addresses: Department of Management Studies, Gayatri PG College, Rushikonda, Visakhapatnam, 530045 India. ' Department of Management Studies, Gayatri PG College, Rushikonda, Visakhapatnam, 530045 India. ' Department of Management Studies, Gayatri PG College, Rushikonda, Visakhapatnam, 530045 India

Abstract: India as an emerging market is now in the eye of several developed nations. Several multinational companies have already shown their presence in a number of sectors and several others are yet to foray into Indian consumer lives. The population is nearly one billion plus in which urban population is the strategic business area that enhance the demand for various cosmetic products and services. There is a notion that Indians are conservative, committed to their traditions and culture. However, the progressive media technology created a high awareness about quick changes in fashions, cultures, traditions, customs and tastes of the nook and corner of the world among the Indians. In this context a humble attempt is made to study the attitudes, service usage frequency and customer satisfaction on selected products and services from identified sources like international, national and local branded beauty parlours located in and around the city of Visakhapatnam, India. The findings reveal that people visit parlours for various reasons.

Keywords: cosmetics; parlours; consumer attitudes; brands; service quality; customer satisfaction; India; service usage; beauty parlours.

DOI: 10.1504/IJVCM.2009.031765

International Journal of Value Chain Management, 2009 Vol.3 No.4, pp.346 - 355

Published online: 23 Feb 2010 *

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