Retail service quality scale in the context of Indonesian traditional market

Abstract

The retail service quality scale (RSQS) has been tested extensively in many developed and developing countries. However, the scale has not been tested in traditional market context. This research aims to examine the applicability of the RSQS in the Indonesian traditional market. A survey has been conducted toward 400 shoppers in 16 traditional markets around Bandung, Indonesia. The method using cross-validated hierarchically using both first-order and second-order confirmatory factor analysis. The research finds that the RSQS structure is applicable in the Indonesia traditional market setting. The result shown that dimension of RSQS correlation between the construct and square variance extracted the seven sub-dimensions that consist of appearance, convenience, promises, inspiring confidence, interaction, problem solving and policy, however, the two dimensions are not valid, namely doing it right and helpfulness.