Retail Service Quality Dimensions Research Articles

Assessing the significance of retail service quality on shopping frequency: an adaptation of retail service quality (RSQS) model

PurposeThis study aims to ascertain the significance of retail service quality dimensions on shopping frequency at supermarkets in Durban. This study also adopts the Retail Service Quality Scale (RSQS) to South African supermarket consumers.Design/methodology/approachPrimary data were collected from 399 consumers through mall intercepts using an adapted RSQS. Non-probability convenience sampling was utilised in selecting participants from different malls in Durban. To analyse data the SPSS software was utilised with multiple regression analysis to confirm relationships between variables of the study.FindingsResults indicate a significant linear relationship between retail service quality and shopping frequency. Two of the three dimensions of retail service quality (atmospherics and reliability) have a positive and significant influence on the shopping frequency of consumers whereas one dimension (policy) showed no significant influence on the dependent variable.Research limitations/implicationsFurther studies are recommended in ascertaining the reasons behind an insignificant relationship between policy items of service quality and the shopping frequency of consumers.Practical implicationsThis study highlights the managerial implications of retail service quality on improved shopping frequency of consumers.Originality/valueThis study suggests a lesser emphasis on policy items specifically personal interaction amongst Durban consumers on their shopping frequency. This might be due to cultural differences as well as the importance of self-service and privacy in supermarkets. Furthermore, this study demonstrates the role of context in providing deviations in retail service quality measurement and conceptualisation.

Assessing Impacts of Store and Salesperson Dimensions of Retail Service Quality on Consumer Returns

This study contributes to the understanding of consumer return behavior by examining associations between in‐store customer shopping experiences and subsequent customer returns. Return rates can vary a great deal across stores within a company and across salespersons within a store. We empirically examine returns across these two levels with respect to three retail service quality dimensions: salesperson friendliness, salesperson competence, and store environment. We conduct a detailed analysis using transaction data and customer survey responses from 25,131 customers at a national jewelry retailer. We find salesperson friendliness, salesperson competence, and store environment are significantly associated with subsequent return events, since, theoretically, customers use the three service quality dimensions as information cues to form their product quality perceptions. Our analysis reveals managerially relevant insights for retailers. The empirical associations suggest retailer management might obtain the most benefit in reducing returns from improving salesperson competence, which is followed by improving store environment and improving salesperson friendliness. We also conduct analyses using customer shopping attributes to identify how retailers might modify service for different customer segments to increase the efficacy of return prevention. Lastly, our counterfactual analysis predicts substantial improvements in return rates and net sales due to potential store execution efforts targeted at improving salesperson friendliness, salesperson competence, or store environment. The predictions support the idea that return prevention should start at the point of sale.

The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

Today, retailers have been struggling to retain their existing customers in the face of severe competition in their business operations. By expanding the service quality, retailers will be able to stand out among the other businesses and create the opportunity to strengthen customer loyalty, particularly within the younger generation. The aim of this study is to propose and empirically investigate the mechanism of increasing customer loyalty of Generation Y (Gen Y) toward superstores by means of enhancing service quality practices. Based on a structured questionnaire, data was collected from 252 Gen Y consumers who have visited four leading superstores in Bangladesh. The data was analyzed through SEMPLS3.0 to test the validity of the measures, and used to examine the hypothesized relationships by employing structural equation modeling. The findings show that the Retail Service Quality Scale (RSQS) is a reliable and valid instrument for assessing service quality in the retail sector of Bangladesh. The structural model indicates that the customer loyalty of Gen Y toward superstores is positively influenced by retail service quality dimensions such as policy, reliability, personal interaction, physical aspect, and problem solving, in the order of influencing strength. This paper provides the research implications and avenue for future research.

Service Quality Influence Customer Satisfaction and Loyalty

Study is aimed at measuring dimensions of Retail Service Quality that has an impact on Customer Satisfaction and Customer Loyalty in organized Food and Grocery Retail shoppers of Bhopal City in central India. Data was collected from 216 food and grocery customers using Convenience Sampling technique through Structured Questionnaire. IBM SPSS 16 software for Exploratory Factor Analysis (EFA) and Smart PLS 3.2.6 software for Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used to analyse and validate the Path Model. The SEM results reveal that three factors viz. Physical Aspects, Price and Payment do not have a significant positive influence on Customer Satisfaction. Also, Customer Satisfaction has significant positive influence on Customer Loyalty. The study offers opportunities to organized Food and Grocery Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies for gaining competitive advantage, attracting new customer and at the same time retain old customers by enhancing Customer satisfaction and Customer Loyalty.

An Integrated Approach Using Interpretive Structural Modeling and Quality Function Deployment for Improving Indian Retail Service Quality

This article attempts to develop a model by integrating interpretive structural modeling (ISM) and quality function deployment (QFD) methodology by establishing the relationship between the Indian retail service quality dimensions and service quality enablers. The integrated approach is employed to translate customers' requirements/needs into specific service design factors/requirements in the Indian retail context. The retail service quality dimensions are identified using factor analysis and are considered as the customer demands in QFD process. Thirteen retail enablers were identified through an extensive literature survey and expert opinions. The enablers identified for the study were treated as design requirement for employing quality function deployment (QFD) in order to prioritize the design requirements. The results found showed that retail enablers ‘Image of the Store' and ‘Value Conscious Consumers' can be emphasized more in a priority basis by the Indian retailers followed by retail enablers ‘Location of store' and ‘Globalization/Competition'.

Pengaruh Pengelolaan Kualitas Layanan Melalui Program Pertamina Way terhadap Kepuasan Konsumen dan Dampaknya pada Citra SPBU Pertamina (Studi pada SPBU Pasti Pas di Surabaya)

Since 2007, BBM industry retail in Indonesia has been entered free trade. This make Pertamina do service quality management to entire SPBU Pertamina through Pertamina Way Program. Pertamina way is five standard operational elements which have to be reached by every SPBU Pertamina for consumers. Five elements its self consisted of: 1) Well trained and motivated staff, 2) quality and quantity assurance, 3) well-maintained equipment and facility, 4) consistent physical format, 5) as well as product offerings and value-added services. Service quality in this study is measured by dimensions of retail service quality according to Dabholkar, et al (1996) is consisted of: physical aspects, reliability, personal interaction, problem solving, and policy. This research purpose are: 1) to determine consumer perceptions of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) to determine the influence of service quality management through Pertamina Way program to consumer satisfaction SPBU Pertamina with Pasti Pas logo in Surabaya, 3) to determine whether consumer satisfaction will have an impact on the brand image of SPBU Pertamina in Surabaya, 4) to determine the influence of service quality management through Pertamina Way programs is influenced to the brand image of SPBU Pertamina in Surabaya. The sample in this study is the consumer of 48 SPBU Pertamina Pasti Pas logo in Surabaya is consisted of 200 respondents. Sample decision techniques used non probability sampling with accidental sampling method and quota sampling. Data analysis technique used Structural Equation Modeling (SEM) by software AMOS 16.0 and SPSS 16.0. From the results of the analysis note that: 1) consumer have a positive perception of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) service quality management is influenced significantly to consumer satisfaction of SPBU Pertamina with Pasti Pas logo in Surabaya, 3) customer satisfaction does not affect significantly to the image of SPBU Pertamina in Surabaya, 4) service quality management is influenced significantly to the image of SPBU Pertamina in Surabaya.

An empirical study on apparel retail service quality and its impact on customer loyalty in specialty store

The aim of this study is to examine the different dimensions of retail service quality (RSQ) in the apparel retail store and its impact on customer loyalty. About 250 retail apparel store customers in Tirupur were surveyed by implementing the questionnaire method. Structural equation model (SEM) was used to examine the impact of different dimensions of retail service quality factors on customer satisfaction and customer loyalty. The study acknowledged the five important RSQ factors (personal aspects, reliability, personal interaction, policy and problem solving) and proved that there is a relationship between the RSQ factors and customer satisfaction and not associated with customer loyalty. From this study it is inferred that most of the customers are satisfied with services of apparel stores, those satisfied are not loyal customers. Therefore, the article recommends that the management of apparel retail stores should design effective policy to retain customers.

Reconnoitering the Linkage Amidst Retail Service Quality Dimensions: An Inquiry in a Grocery Retail Chain in India

Indian retail industry has grown as the fifth largest in the world. The increasing number of retail stores and the entry of Multi National Companies in single branded retail generated the need for identifying a tool to evaluate the service quality of these stores. Dabholkar's Retail Service Quality scale is exclusively for the retail firms with five dimensions and six sub-dimensions. The objective of the study is to validate a retail service quality scale for Indian supermarkets. A new dimension product related services is added to the existing dimensions eliminating the reliability dimension in the existing scale. The scale is subjected to confirmatory factor analysis and the retail service quality is expressed as the formative construct. The theoretical model is proved to be fit. The validated scale can be applicable to supermarkets in India.

Deconstructing Retail Service Quality in India

The service quality is not universal. It is a context-specific phenomenon. This study sought to identify and deconstruct the service quality in the Indian modern retail context. The retail service quality dimensions were explored and identified and thereafter they were empirically validated through confirmatory analysis. A multistage process was adopted in pursuance of objectives. First, the underlying factor structure of retail service quality was identified by literature review, customer opinion survey, expert evaluation and factor analysis. It was followed by model development for service quality which is subjected to empirical testing. The data is analyzed using AMOS (v.20) by which validity and reliability of the service quality measure is established. The hypothesis that retail service quality is a multidimensional construct was supported by data analysis. The service quality instrument was later empirically verified and confirmed with the help of structural equation modelling.

The Influence of Service Quality on Customer Loyalty Intentions: A Study in the Vietnam Retail Sector

<p>There is a paucity of knowledge relating to retail service quality and customer loyalty intentions in emerging markets, and especially in Vietnam. The purpose of this study is to investigate the relationship between these two variables in the Vietnam retail sector. Survey data are collected from 502 respondents who are current customers of eight retail stores in the city of Hanoi. The results support five dimensions of retail service quality, namely personal interaction, store policy, physical aspects, reliability and problem solving. Out of these, three dimensions of reliability, personal interaction and problem solving are significantly associated with customer loyalty intentions. This study contributes to the evolving literature and suggests that local and foreign retailers should particularly invest time and effort to increase stores’ reliability, quality of customer interaction and effectiveness in solving customer problems. </p>

Retail Service Quality of Big Bazaar Retail Store Thiruvananthapuram: An Empirical Study

In an organised retail sector, retail service quality is the primary facet to gain or retain large number of customers. This study is carried out to identify the retail service quality gap in Big Bazaar retail store in Thiruvananthapuram. Survey conducted through questionnaire has 120 responses. Out of 120, 107 responses were administered for data analysis through SPSS 20.0 package. Retail Service Quality with respect to Big Bazaar retail store is measured through different statistical tools like Mean, Standard deviation, Friedman's Ranking Test and Compare Means in terms of five dimensions of RSQS. This enabled the researcher in suggesting the retail store operators in five dimensions of retail service quality to ensure that the best retail service quality is offered to the customers.

Evaluation of retail service quality – a fuzzy AHP approach

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 Dabholkaret 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.

Retail service quality in India: construct exploration and measure development

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.

Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia

The objective of this study is to determine the perception of retail service quality and its relationship with satisfaction for customers of hypermarkets in the Kingdom of Saudi Arabia (KSA). Data was collected through self-administered questionnaires using convenience sampling technique. Out of 220 responses, 185 were finally chosen and analyzed for descriptive statistics as well as significant relationship between hypermarket service quality and customer satisfaction. The respondents reported high levels of perceived quality and significant relationship was found between retail service quality dimensions and customer satisfaction. Out of all the dimensions of service quality, physical aspects had the maximum effect on customer satisfaction, which was attributed to the cultural traits and lifestyle of Saudi society. Retail service providers need to recognize the importance of service quality dimensions in order of their significance, and implement appropriate strategy for competitive advantage over domestic and international players vying for share of an expanding consumer base.

Evaluation of retail service quality using analytic hierarchy process

Purpose – The deployment of analytic hierarchy process (AHP) to help the retail industry to recognize which retail service quality (RSQ) dimensions require attention to create a sustainable competitive advantage. The purpose of this paper is to use a comparative evaluation model to compare retail stores (supermarkets) across several RSQ dimensions, validated and tested RSQ model in the context of Indian supermarkets and explore the existence of RSQ gap by studying the difference between customers’ perception and expectations. Design/methodology/approach – This study deploys AHP in which the decision problem is broken down into hierarchy; thus customer preference involves the structuring of a hierarchy in terms of the overall objective, the selection criteria and the decision alternatives. AHP technique allows pairwise comparisons to be made among the alternatives with respect to the service dimensions. Findings – This study validated the formal RSQ scale developed by Dabholkar et al., (1996) by a modification that led to making it more suitable to the Indian context. Research limitations/implications – This research does not provide guidance on different course of action to be taken. Though this study identifies which service dimensions require improvement, it does not provide guidance on an appropriate action plan to address deficiencies. Practical implications – Prospective and existing retailers can use this instrument effectively to measure the quality of their services as perceived by customers in comparison to their competition. This work will not only help the supermarkets to improve their competitive positioning in the marketplace but will help them to identify areas of services needing improvement on priority basis. Originality/value – Application of AHP to determine the best customer preference is the first ever done in RSQ studies. It does open up another dimension for further studies.

Culture and retail service quality perceptions: a study on Indian small retail sector

The objective of the research was to understand retail service quality with reference to Indian small retail sector. It attempts to examine influence of cultural values on retail service quality perceptions of Indian customers. Earlier researches have examined retail service quality dimensions for organised retailing and there is limited research on specifically small retailer. The results indicate that Indian customers place importance to reliability, personal interaction, and problem solving. Collectivism, feminity, uncertainty avoidance, and long-term orientation emerge as important predictors to retail service quality. Demographic factors do not have any influence on small retail service quality.

Evaluation of Malaysian Retail Service Quality

In retailing different requirement of service quality in product or services environment required. Some of the retail stores have lack on service quality whereas the salesperson is not well trained, unknowledgeable and rude. This study aims to evaluate the retail service quality from a supermarket in Kuching, Malaysia and sets out to determine what influence customers to shop. This research looks at the five dimensions of retail service quality: the physical aspect, reliability, personal interaction, problem solving and policy. A survey of 200 respondents was conducted and reliability test is measured to represent the dimensions whereas regression test and Pearson correlation is used to answer the research questions and testing the hypotheses. The overall finding confirms the importance of quality service, the need to upgrade services to remain competitive, and consideration by government on modernization of retail outlets using the credit card will bring burden to the consumers as against the benefits. In addition, implications of this study as well as directions for future research are discussed.

FDI in Multi-brand Retail: An Analysis of the Impact on Different Stakeholders and Possible Options for Indian Retailers

Modern formats of retailing have evolved as a new frontier in services sector in last few years and offering various value propositions to shoppers. With increasing share of organized retailing in India, the retailers have been experimenting in designing profitable business models, sustaining service quality & delivery levels. The massive consumer base in India has attracted many established foreign retailers to consider India as a retail destination. Moreover, with the cabinet's nod to FDI in multibrand retailers in India, the competition from foreign retailers is going to increase multifold. With increased competition the dimensions of retail service quality haveto go thorough changes and more and more innovations are being required to sustain and grow. However, established foreign retailers may establish superior backend supply chain that may benefit the farmers and help keep the inflation low. But it may create new challenges for domestic organized retailers. The paper suggests different strategies for the upcoming Indian retailers to prepare them tocompete in the changing competitive retail scenario and build new value propositions for shoppers.

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Purpose: Post Apartheid, the South African supermarket industry has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments. Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings: The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to customer loyalty. Originality/Value: This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

The importance of self‐service kiosks in developing consumers' retail patronage intentions

PurposeThe purpose of this study is to examine ways in which service quality delivered by self‐service kiosks influences consumers' retail patronage intentions.Design/methodology/approachThe model was tested in two self‐service kiosk settings: self‐checkout and information kiosk. Survey participants were members of a consumer panel from an online survey agent. A total of 1,230 e‐mails were distributed. Of these, 600 usable surveys were used for data analysis. Data were analyzed using structural equation modeling.FindingsThe study demonstrates that service quality delivered by self‐service kiosks is a direct and an indirect determinant of consumers' retail patronage intentions; service quality delivered by self‐service kiosks directly influences consumers' retail patronage intentions and also indirectly influences consumers' retail patronage intentions through three dimensions of retail service quality (i.e. reliability, personal interaction, and problem solving).Originality/valueCompared with previous studies that were heavily focused on consumer acceptance or trial of self‐service technologies, the study attempts to address formerly unexplored aspects of self‐service kiosks' contribution to retail patronage. A second contribution of the study which makes it different from prior studies that were mostly conducted in the context of self‐checkouts is that it tests a conceptual model related to two types of self‐service kiosks (i.e. self‐checkout and information kiosk) to examine whether the proposed relationships are similar or dissimilar across the two types.