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Article
Publication date: 29 June 2010

Anupam Das, Vinod Kumar and Gour C. Saha

This research aims to examine the applicability of the Retail Service Quality Scale (RSQS) in retail stores in Kazakhstan, a country of the Commonwealth of Independent…

Abstract

Purpose

This research aims to examine the applicability of the Retail Service Quality Scale (RSQS) in retail stores in Kazakhstan, a country of the Commonwealth of Independent States (CIS) that is in the transition stage from a controlled economy to a market economy. This research also attempts to identify the dimensions and sub‐dimensions that contribute to increasing the customer base.

Design/methodology/approach

A sample of 220 shoppers from department stores, discount stores, and supermarkets in Almaty city, Kazakhstan, was surveyed to examine the validity and reliability of the five dimensions (physical aspects, reliability, personal interaction, problem solving, and policy) and six sub‐dimensions (appearance, convenience, promises, doing‐it‐right, inspiring confidence and courteousness/helpfulness) of RSQS. The findings are cross‐validated hierarchically using confirmatory factor analysis (CFA). Step‐wise regression methods are used to identify the dimensions and sub‐dimensions contributing to increasing the customer base.

Findings

The research finds that the RSQS structure is a good fit in the Kazakhstan retail setting. The five dimensions and six sub‐dimensions together provide significant usefulness in measuring the quality of retail services. The research also finds that while all the dimensions and sub‐dimensions have a positive relationship, two dimensions (personal interaction, physical aspects) and one sub‐dimension (inspiring confidence) are strongly related to increasing the customer base through return customers and word of mouth from satisfied customers.

Research limitations/implications

The present study does not distinguish applicability of the RSQS in the different formats of the retail store. Future research should examine the impact of the different retail formats in using the scale for measuring retail service quality.

Practical implications

Prospective and existing retail service providers who place a high priority on quality can use this instrument to track the high growth potential of the retail sector in CIS countries. It will help to measure their services and increase their customer base by targeting the appropriate dimensions and sub‐dimensions.

Originality/value

The authors believe that this research reveals new insights about the retail sector in the context of CIS countries. This research also has managerial and research implications for designing and formulating operations strategy in providing retail services for new markets.

Details

International Journal of Quality & Reliability Management, vol. 27 no. 6
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 2 March 2015

Harsh V Verma and Ekta Duggal

Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct…

Abstract

Purpose

Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct of retail service quality in the Indian context, and identifies quality components as a precursor to developing a quality measure.

Design/methodology/approach

Initially, the construct comprehension was done using exploratory research involving customer depth probes and juxtaposing it with the available literature. After defining the broad contours of retail service quality and surface considerations, the study attempted to discover retail service quality dimensions by factor analyzing the collected data.

Findings

It was found that retail service quality construct is composed of seven critical dimensions – ambience and layout, salespeople, merchandise, convenience, services, prices and customer care.

Research limitations/implications

The specific quality component structure found in this study highlights the need for managers to prioritise their retail operation and marketing efforts in sync with the uncovered quality dimensions.

Originality/value

This paper explored the quality phenomenon in the Indian retail context using a bottom-up approach. This paper provides the much-needed insights to firms that are entering the Indian market on what the quality means and the components it is made up of.

Details

South Asian Journal of Global Business Research, vol. 4 no. 1
Type: Research Article
ISSN: 2045-4457

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Article
Publication date: 4 May 2018

Prachi Jain and Vijita Singh Aggarwal

The purpose of this paper is to check the reliability and validity of a well-acknowledged scale developed by Pratibha A. Dabholkar (1996) in the context of Indian…

Abstract

Purpose

The purpose of this paper is to check the reliability and validity of a well-acknowledged scale developed by Pratibha A. Dabholkar (1996) in the context of Indian organized grocery retail and also to identify new aspects of service quality with respect to grocery retail from literature that have not been taken into account in earlier studies and to finally develop a new scale to measure service quality of organized retail grocery stores with consultation from several experts.

Design/methodology/approach

In order to achieve the objectives of the research, both descriptive and exploratory research designs have been employed such that a survey of 800 respondents was undertaken as part of descriptive research whereas exploratory research was conducted to add new dimensions to the existing service quality measurement model so as to develop a new comprehensive scale.

Findings

The results of the study suggest that all the five dimensions of Dabholkar’s model are not suitable to measure service quality in Indian organized grocery retail stores. Therefore, a new instrument with total four dimensions has been developed.

Practical implications

The study is of great importance for the retailers as it offers a more comprehensive and specific scale to measure service quality of organized grocery retail stores.

Originality/value

This research supports and makes contribution to the previous research on development of service quality measurement scales in Indian context.

Details

Management Decision, vol. 56 no. 9
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 30 August 2011

Jasmine Yeap Ai Leen and T. Ramayah

The purpose of this study is to validate the Retail Service Quality Scale (RSQS) developed by Dabholkar et al. in the Malaysian business setting, specifically in the

Abstract

Purpose

The purpose of this study is to validate the Retail Service Quality Scale (RSQS) developed by Dabholkar et al. in the Malaysian business setting, specifically in the context of apparel specialty stores.

Design/methodology/approach

Two well‐known retail clothing store chains were selected for this study. Purposive sampling method was used, with a total of 211 responses collected from customers of all X and Y's chain stores in the northern region of Malaysia.

Findings

The paper finds that all the five dimensions: physical aspects, reliability, personal interaction, problem solving, and policy, are highly suited for measuring retail service quality in clothing stores, also proving that the instrument is applicable in the Malaysian setting. Retail service quality is furthermore associated with future consumption behaviour in terms of the customers' intention to visit, purchase and recommend the stores to others.

Research limitations/implications

The instrument is proven to be valid, reliable and appropriate for studying retail businesses that offer a mix of services and merchandise. The instrument is also applicable in another culture other than the USA, namely Malaysia.

Practical implications

Retailers can utilize the instrument for benchmarking current levels of retail service quality, carrying out periodic inspections to measure service performance and improvement, as well as to detect problematic areas of service quality within the stores that are in need of attention.

Originality/value

This research contributes to the somewhat limited studies carried out on instrument validation in Malaysia. Furthermore, the RSQS is tested in Malaysia – a country with a vibrant, dynamic retail environment and heightened consumer awareness for fashion and retail.

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Article
Publication date: 1 September 2006

Brent McKenzie

To present the empirical findings of two qualitative studies of Estonian consumers and how they interpret and perceive retail service quality.

Abstract

Purpose

To present the empirical findings of two qualitative studies of Estonian consumers and how they interpret and perceive retail service quality.

Design/methodology/approach

The two qualitative techniques were critical incident technique (CIT) and focus groups. For the CIT study, an e‐mail survey was administered. Respondents of both good and bad examples of retail service were collected. For the focus group studies, six sessions were held, three in Tallinn and three in Tartu. All findings were compiled and analysed within the framework of retail service drivers.

Findings

Retail service quality is a relevant construct for examination in Estonia. There is an expectation by consumers to exert their own sense of shopping capabilities. There is an expectation that selling staff need to be authoritative, and to show consideration to the consumer through acts of politeness and courtesy. Also there is an expectation that policies exist to make things right when a problem occurs.

Research limitations/implications

The findings are limited within the potentially confounding effects of other consumer‐specific shopping variables. These effects were minimised through the use of multiple qualitative methods.

Practical implications

Within Estonia, there is a need for a greater understanding of retail consumer behaviour theory and practice, rather than mere consumer data gathering. Estonian consumers may be willing to accept a degree of responsibility in making product choices and should not expect the retailer to play a role in ensuring that occurs, but there is also an expectation that the retailer should take responsibility for correcting problems that are within their control, and that those responsibilities should be formalised and communicated.

Originality/value

As the retail sector continues to develop in terms of both retail brand and retail format choice in countries such as Estonia, there is a need for a greater understanding of retail consumer behaviour theory and practice rather than mere consumer data gathering. This study has presented one such example.

Details

Baltic Journal of Management, vol. 1 no. 3
Type: Research Article
ISSN: 1746-5265

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Article
Publication date: 1 March 2000

Subhash C. Mehta, Ashok K. Lalwani and Soon Li Han

Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of…

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

Details

International Journal of Retail & Distribution Management, vol. 28 no. 2
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 3 August 2015

Rema Gopalan, Sreekumar . and Biswajit Satpathy

With the growing importance of service quality in Indian retail, it becomes critical for the retailers to identify the appropriate dimensions for their retail stores. In…

Abstract

Purpose

With the growing importance of service quality in Indian retail, it becomes critical for the retailers to identify the appropriate dimensions for their retail stores. In the process of evaluating service quality the decision maker is often faced with ambiguities due to the imprecise information gained from the respondents. The purpose of this paper is to present an integrated fuzzy (fuzzy analytic hierarchy process (FAHP) approach to help the decision makers/retailers in practicing and judging the priorities of service quality strategies and accordingly benchmarking retail stores in Indian retail environment.

Design/methodology/approach

The study incorporated the five basic dimensions of Retail Service Quality Scale proposed by Dabholkar et al. (1996) and the FAHP approach to three leading apparel retail stores of a major city (Rourkela) of Orissa (an Indian state located in eastern part of the country) to determine the weights of criteria and sub-criteria of retail service quality.

Findings

The study identified that the dimensions, namely, personal interaction, physical aspects, reliability and policy are perceived as important by the Indian consumers. Merchandise and the store’s willingness to handle returns and exchanges emerge as the most influencing variable affecting the overall service quality of the store.

Research limitations/implications

The study was restricted to a major city of Orissa and to three apparel stores. The results obtained may not be extrapolated to the country as a whole. The authors believe that the integrated approach of FAHP could be used by a variety of service industries to evaluate the service quality. The study did not investigate switching behavior among the respondents as they had been visiting all the three apparel stores during the preceding months.

Practical implications

The integrated approach of FAHP makes an empirical contribution to the service quality and retail marketing literature by overcoming the uncertainty of concepts those are associated with human beings’ subjective judgments.

Social implications

The retailer can improve the quality of service provided by them based on the parameters important in Indian context, which will lead to higher customer satisfaction.

Originality/value

This paper can help the retail service providers to identify which of the retail service quality dimensions requires much attention to create sustainable competitive advantage.

Details

Benchmarking: An International Journal, vol. 22 no. 6
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 1 April 2001

Noel Y.M. Siu and Jeff Tak‐Hing Cheung

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…

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.

Details

Marketing Intelligence & Planning, vol. 19 no. 2
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 29 March 2013

Arpita Khare

The objective of the research is to understand Indian consumers' definition of retail service quality with respect to small retailers and influence of hedonic and…

Abstract

Purpose

The objective of the research is to understand Indian consumers' definition of retail service quality with respect to small retailers and influence of hedonic and utilitarian shopping values in determining their expectations towards small retail service quality.

Design/methodology/approach

Data were collected through a small retail store‐intercept technique in four cities of Northern India (n=386).

Findings

The results indicate that small retail service quality for Indian consumers comprises ambience, layout, and service/relationships dimensions. Hedonic and utilitarian shopping values influence consumers' service quality evaluations.

Research limitations/implications

The study did not consider demographic variables like income, education, and occupation as factors that might affect consumers' perceptions towards retail service quality.

Practical implications

The findings can help small retailers in improving their service quality by focusing on Indian consumers' hedonic and utilitarian shopping values. The research helps small retailers to combat the competitive pressures of organized retailing in the Indian retail landscape.

Originality/value

There has been limited research on understanding consumers' perceptions towards retail service quality in the Indian setting. Further, there is no research to examine Indian consumers' perceptions towards small retailers' quality attributes.

Details

Facilities, vol. 31 no. 5/6
Type: Research Article
ISSN: 0263-2772

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Article
Publication date: 1 December 2002

Swinder Janda, Philip J. Trocchia and Kevin P. Gwinner

The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative…

Abstract

The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers in their assessment of the quality of Internet retailers. These are termed performance (how well an online retailer does in terms of meeting expectations regarding order fulfillment), access (Internet retailer’s ability to provide a variety of products from anywhere in the world), security (relating to perceptions of trust in the online retailer’s integrity regarding financial and privacy issues), sensation (interactive features of the e‐retailer’s Web site) and information (quantity and credibility of information provider by the online retailer). Study 2 quantifies the five dimensions using multi‐item scales, and conducts a survey to assess the reliability and validity (convergent, discriminant, and nomological) of these dimensions. Theoretical and managerial implications of the results are also discussed.

Details

International Journal of Service Industry Management, vol. 13 no. 5
Type: Research Article
ISSN: 0956-4233

Keywords

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