Service quality in retailing: relative efficiency of alternative measurement scales for different product‐service environments
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 1 March 2000
Abstract
Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of SERVPERF, the perceptions component of SERVQUAL and a retail service quality scale (the DTR scale) in measuring the service quality of different product‐service retail environments. Specifically, investigates the relative performance of two scales measuring the service quality of retailers where goods purchase is the primary focus, against another where both goods and services are equally important. Results showed that the DTR scale was superior within the context of a “more goods and less services” environment, i.e. a supermarket, while SERVPERF was better for a retailing context where the service element becomes more important, i.e. an electronic goods retailer. This modified scale measured the service quality of an electronic goods retailer more effectively than either the DTR scale or the SERVPERF. Implications for retailers are discussed
Keywords
Citation
Mehta, S.C., Lalwani, A.K. and Li Han, S. (2000), "Service quality in retailing: relative efficiency of alternative measurement scales for different product‐service environments", International Journal of Retail & Distribution Management, Vol. 28 No. 2, pp. 62-72. https://doi.org/10.1108/09590550010315106
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited