A measure of retail service quality

Abstract

Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions; they are namely: personal interaction; policy; physical appearance; promises; problem solving; and convenience. The findings show that the impact of physical appearance and the policy are salient on the overall perceived service quality and the future shopping behaviour respectively. Among the six service dimensions, the physical appearance and policy have the greatest impact on the overall service quality and on future consumption respectively. The implications for practitioners and researchers are discussed.

Citation

Siu, N.Y.M. and Tak‐Hing Cheung, J. (2001), "A measure of retail service quality", Marketing Intelligence & Planning, Vol. 19 No. 2, pp. 88-96. https://doi.org/10.1108/02634500110385327