Retail Service Quality Scale Research Articles

Measuring Vietnamese Retail Service Quality: The Retail Service Quality Scale (RSQS) Validation and Application

Vietnam’s retail market has been viewed as one of the most attractive retail markets in the world with a high annual growth rate (Deloitte, 2019; World Bank, 2023). However, Vietnamese retailers have been perceived to lack a comprehensive understanding of both customer’s expectations and the quality of services delivered to customers. Therefore, it is imperative that academics and Vietnamese retail store management endeavor to develop the most suitable scale to measure and then to improve retail service quality. This paper examines the well-constructed scale, the Retail Service Quality Scale (RSQS) in the Vietnamese retail sector. With 618 customers’ responses, the retail service quality at the two stores were comprehensively measured and, the RSQS reliability and validation is confirmed in the Vietnamese retail context. Consequently, the weak points and dimensions in service quality perceived of each stores are identified, that can be considered as the firm basis for improving service quality in Vietnamese retail stores.

Development And Validation of A Scale For Measuring Petro Retail Service Quality: A Bilateral Approach

Purpose: Global retail fuel markets are being disrupted by a number of broad themes that are being highlighted by the emergence of alternative energy, new mobility models, and elevated customer expectations that are centered around convenience and personalization. Consumers express a need for individualized products and services that take into account each individual. Digital is becoming the norm in the new situation. The changing purchasing habits of customers are a result of technological advancements. As a result, factors affecting the consumer experience have also changed. The purpose of the study is to ascertain Petro Retail's service quality scale from an Indian standpoint. 
 Design /Methodology/ Approach: The study was conducted from October to December 2022 at fuel stations in Mumbai and Ranchi with face-to-face interviews with OMC officials at HQ and field levels. The primary data was collected through a Quantitative field studyanalysedlyzed using suitable statistical tools. Exploratory Sequential Mixed Method design ( Qual-Quan ) was followed for the study.
 Findings and Originality: Technology advancements significantly impact consumers and industries and transform people's lifestyles and behaviour. Predictive analytics, artificial intelligence, and the Internet of Things are important components in developing customer-facing projects that result in the creation of service protocols for improved purchasing experiences.
 Technology adoption in petroleum retail is dispersed, with IoT, automation, and AI/ML-based technological solutions being tested in isolated ways without a centralized understanding of the whole value chain. Utilizing assets more efficiently is the main goal of this type of technology adoption. Nevertheless, few applications have been explored to improve consumer purchasing behavior, such as identification and satisfaction. In the digital age, IoT is altering customer expectations and controlling the experience in India's petroleum retail industry from the viewpoints of both service providers and customers (a dyadic approach). Accordingly, the service quality has also evolved over a period of time. There is very limited work carried out on the Petro Retail service quality. The scale developed with the bilateral approach shall help academians and industry managers to understand the service quality in petro retail, and the “BISQUE” constract can be used for measuring the same. The study is one of its kind on the aspect of petro retail.

ASSESSMENT OF CUSTOMER SERVICE QUALITY OF THE GAS STATION NETWORK IN LITHUANIA

The gas station business enterprises are constantly trying to find ways to influence customers through a variety of services and improve the level of these services, which will ultimately lead to customer satisfaction. Assessing the quality of customer service becomes a prerequisite for this gas station business. This research paper is a theoretical and practical review of SERVQUAL and the Retail Service Quality Scale (RSQS) as a tool for measuring service quality in the gas station sector. The aim of the research is to determine and evaluate the quality of customer service in a network of Lithuanian gas stations. The theoretical part of the article analyses the quality of customer service, its evaluation models and factors, as well as means of assurance in the field of retail trade – in the network of petrol stations. The methodological part presents and describes the access, procedure, instruments and methods of data processing and presentation of the conducted research. The research was conducted using a quantitative research instrument – a questionnaire. The questionnaire was developed using SERVQUAL and RSQS methods. The empirical part of the article presents the analysis of the research data on the quality of customer service in the gas station network. The article closes with conclusions and recommendations for improving the quality of customer service in the gas station network. Key findings: all five dimensions of customer service were significant and positively rated by customers. However, in each dimension there are minor problems with the quality of the service: the equipment and cleanliness of the toilets; the modernity of the technologies used to pay for the services; the personal attention paid to the customer by the staff and the information provided on current promotions and discounts available during the service; the greater feeling of security and timely provision of services; the listening to the customer's comments; the confidence in the policy on the protection of personal data.

Service Quality Assessment of Retail Pharmacies in Balingasag, Misamis Oriental Based on Hybrid AHP-RSQ Model

The number of retail pharmacies in Balingasag, Misamis Oriental have increased due to the promising economic development of the municipality. Despite customers having wide alternative options to choose, service quality-implementation by respective pharmacies have perhaps executed inconsistently leading to a poor outlook of the stores service. The main objective of this study is to assess the service quality and performance efficiency of pharmacies surrounding the central area of the municipality of Balingasag using Analytical Hierarchy Process (AHP). We discuss in this paper the analysis of criterion prioritization through expert judgments, identify retail pharmacies with high and low performance efficiency of service quality. Criteria considered in formulating the AHP architecture is based on the retail service quality scale of Dabholkar et al. (1996) including workplace hygiene, understanding, accessibility, reliability, guidance, policy, and problem – solving. Based on experts’ judgments using pairwise comparison, different performance indicators have been evaluated: the most prioritized criterion among the seven (7) criteria is ‘problem-solving’ with a criterion weight of 0.22 while the least prioritized criterion is ‘accessibility’ with a criterion weight of 0.05. Empirical evaluation integrated with the obtained criterion weights showed that among ten (10) retail pharmacies; nine (9) pharmacies have good performance quality, while the remaining pharmacy have an acceptable performance in service quality implementation. The result of this study gives emphasis that ‘problem-solving’ criterion in the implementation of service quality should be strengthened by retail pharmacies to subsequently improve its service quality performance and competitive positioning.

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.

Are Customers Always Right? The Importance of Sincerity and Keenness in Creating Retail Sustainable Development

In recent years, sustainability has become one of the essential elements of corporate management. There are many ways retailers can influence and develop a sustainable environment. The Taiwanese retail sector accounts for 10% of GDP. The capital city Taipei has the world’s highest department store density (per capita). This study encapsulates retail expertise to generate ten dimensions from 46 retail service quality scale indicators: SNAKE ROSES. The study first adopts qualitative analysis by conducting semi-structured interviews with five experts in the industry. Fifteen Delphi technique experts were then consulted for both qualitative and quantitative analysis of the indicators. Based on the Analytic Hierarchy Process (AHP), the most important aspects of customer service were ranked. The study shows that service quality dimensions are Sincerity, Neatness, Attentiveness, Keenness, Empathy, Reliability, Optimism, Steadfastness, Expertise, and Store Policy. Sincerity and Keenness are the most crucial globally. Although numerous researchers have examined the broader topic of perceived service quality, studies have yet to explore the critical role of Eastern culture, and therefore this study introduces an innovative framework. Implications include a conceptual framework for the key factors influencing customer satisfaction, one of the most critical dimensions of perceived service quality and customer satisfaction in the Taiwanese retail industry. A specification for retailers is delivered, intending to improve their sustainability strategies.

Assessing customer satisfaction with the retail service quality of Zara Vietnam stores

The goal of this study is to investigate customer satisfaction with the retail service quality at ZARA Vietnam outlets by using the Retail Service Quality Scale (RSQS) on five dimensions such as reliability, physical aspects, problem-solving, personal interaction, and policy. By using Smart PLS 3.2.0 software for a sample of 186 ZARA clients, the results showed that consumer satisfaction with the retail service quality at ZARA stores is fulfilled in physical aspects, reliability, problem-solving, and policy. On the other hand, personal interactions were not appreciated by customers. The findings provide some guidance for foreign fashion brands on how to improve retail service quality in Vietnam.

Assessing the mediating impact of satisfaction on the relationship between retail service quality and customer loyalty: a study of organised apparel multi-brand retail stores in India

This study seeks to establish the validity and reliability of the five-dimensional retail service quality scale in the Indian organised apparel multi-brand retail stores context and examines the effect of the determinants of service quality on overall service quality. It also attempts to investigate how retail service quality is associated with satisfaction and customer loyalty. Structural equation modelling is used to test these proposed relationships between the constructs. The results of the study established the reliability and validity of the scale. The findings demonstrated the influence of retail service quality on customer loyalty and satisfaction as well as the mediating role of satisfaction in the relationship between retail service quality and loyalty of customers towards the stores. Further, it examines the impact of individual service quality dimensions on customer loyalty and customer satisfaction.

Customer Satisfaction in Retailing Sector: A Gap Analysis

The financial reforms initiated in the year 1991 posed a lot of challenges before the Indian Retail sector. One of the major challenges that is faced by the Indian retail sector deals with customer satisfaction and loyalty. Today the customers have become more aware and rational in their approach than ever before. Formulation of marketing strategies in order to attract more and more customers is now becoming a key survival for every participant in the retail sector. Therefore, the current study is an attempt to find out gap between expected and perceived satisfaction level of customers in retail sector. For the purpose of the current study, data was collected through primary sources by framing a structured questionnaire based upon Retail Service Quality Scale by Dabholkar et al., 1996. In order to analyze the collected data, Gap Analysis and t-test have been employed. The results of the study bring out the major differences in customers' expectations and perceptions in retail sector thus showing dissatisfaction among these customers.

Impact of Service Quality on Satisfaction

In this present work, Retail Service Quality Scale (RSQS) developed by Dabholkar et. al. (1996) has been used to measure service quality. For the purpose of examining the dimensionality of the scales a confirmatory factor analysis (CFA) was performed using AMOS 20. A four factor model was derived after the analysis. High correlations among these four factors led to the inclusion of the second order service quality construct. For measuring satisfaction scale items were adapted from Khan et. al. (2016). By using structural equation modeling approach, it is found that customers of cosmetics retail stores evaluate service quality on the basis of four dimensions- personal interactions, physical appearance, problem solving, and convenience. A statistically significant relationship between service quality and satisfaction is also reported. Findings and research approach of this study will be of immense use to the researchers and practitioners in cosmetic retailing category.

Millennials’ Service Quality Preferences: Evidence from Large Retail Outlets in South Africa

Service quality and customer perception vary across business sectors. The youth plays a vital role in determining the quality of service in large food retail outlets in South Africa in general and most notably in the Cape Metropolis. This study investigated the most critical factors of service quality that are significant in the Millennials perception, used to measure quality in the large food retail sector. The quantitative method was adopted to measure the relationship amongst the variables of a retail service quality scale (RSQS), with the sample of 220 purposively drawn from second and third-year students at a university of technology. Findings indicate the coefficient of determination R2 of 88% and a Durbin-Watson (DW) coefficient of 0.25, as well as an F statistics (f-stat) of 63.92, this show that the physical aspect (ease of accessibility to products) will contribute positively to overall service quality of retail food outlets.

Retail Service Quality Scale (RSQS) as an Example of Quality Service Scale Used in Traditional Trade

Abstract We make purchases almost every day. We buy some products very often (e.g. food), others less often (e.g. furniture, car). Shops, selling products to customers, are not their producers, but rather provide them with services (commercial service). It is important that the customer, after making the purchase, is satisfied not only with the product, but also with the purchasing process itself. In order to determine what are the reasons for customer satisfaction or dissatisfaction, it is necessary to assess the quality of services, i.e. the process of making purchases by customers. In the available literature, there are many methods that are used to assess the service quality. However, their use is associated with the need to identify attributes that could well describe the service provision process, but also be a source of knowledge about customer satisfaction. The Retail Service Quality Scale (RSQS) developed by Dabholkar and his colleagues is applicable to assess the quality of services provided by shops, so it can be a ready-made tool that does not require the researchers to define attributes, as would be the case when using traditional methods. The aim of the paper was to assess the quality of operation of a traditional shop using the RSQS methodology. This study was carried out using a paper questionnaire that contained the attributes proposed in the RSQS. The survey was conducted among customers of a selected shop. The analyzed results made it possible to determine the quality level of commercial services provided by the research shop and to indicate its strengths and weaknesses. Additionally, the possibility of using the ready-made RSQS scale to assess the quality of commercial services provided in Polish economic realities was confirmed.

Assessing the service quality of department store using RSQS an Empirical study of Albaha Region, Saudi Arabia

Purpose This study aims to explore the factors responsible for influencing the service quality (SQ) of department stores in Albaha region, Saudi Arabia. This study also examines the level of influence on SQ. Design/methodology/approach Primary data was collected from 600 customers out of which 508 questionnaires were included for analysis using retail service quality scale (RSQS). Quota sampling technique was adapted for data collection from different cities of Albaha province. SPSS software was used to analyse the data using multiple linear regression analysis. Findings Three dimensions have a positive significant impact on SQ (physical aspect, problem-solving and reliability), whereas one dimension (personal interactions) has a negative significant influence and one dimension (policy) is found to be a highly insignificant factor. Research limitations/implications Further investigation is required for the negative but significant behaviour of personal interaction and insignificant impact of policy as factors. Practical implications This study outlines the dimensions having positive and significant influence of SQ on the department stores. Social implications This study suggests socially and culturally acceptable methods to improve SQ in Albaha. Originality/value The research suggests that personal interaction has a negative influence on SQ; this deviation of results from the literature may be due to the cultural variances in KSA which needs to be further investigated, as customers in Albaha are not willing to converse and interact with the seller.

Enhancing customer satisfaction in terms of service quality in supermarket - The case study of Big C supermaket in HCMC

This paper aimed at determining factors effecting customer satisfaction in terms of service quality as well as evaluating satisfaction level of shoppers in Big C Supermarket. A survey of 158 shoppers in various Big C supermarkets in HCMC has evaluated retail service quality according to Retail Service Quality Scale (RSQS) which composes of 5 dimensions namely physical aspects, reliability, personal interaction, problem solving and policy. The findings show that there are three factors mainly effecting on customer satisfaction in Big C, those factors are Reliability, Problem Resolving and Policy. Based on the result of survey, practicle solutions recommended to Big C for improvement of service quality in order to close gaps that could lead to increasing customer satisfaction.

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.

An application of the Kano model and retail service quality scale to Vietnamese supermarkets

An application of the Kano model and retail service quality scale to Vietnamese supermarkets

Validation of Retail Service Quality Scale (RSQS) Among Organized Retail Hypermarkets in India

Validation of Retail Service Quality Scale (RSQS) Among Organized Retail Hypermarkets in India

Exploring the Factors affecting service quality of Zain Mobile subscribers in Albaha, Saudi Arabia

This study examines different service quality factors that may influence customer satisfaction towards Zain Company in Saudi Arabia. Moreover, this research tries to know the impact of these elements on SQ. Retail Service Quality Scale (RSQS) was used to collect primary data. The sample was collected by implying quota sampling technique. A sample of 970 questionnaires were filled by the Zain mobile subscribers’ in Albaha region. Out of all the received questionnaires, 891 completely filled questionnaires were finally included for the study. AMOS software was used to investigate the data using Structural Equations Modelling (SEM) analysis. It was found that three factors significantly impact SQ. these factors firstly Physical Aspect, then Problem solving and lastly Policy. Whereas two factors namely Reliability and second Personal interactions were found to be highly insignificant factor. This nonconformity of results occurred may be because of the social limitations in Saudi Arabia. Therefore there is a necessity to further examine as to why subscribers in Albaha region are less concerned in socialising and communicate with the retailer.

AN APPLICATION OF THE KANO MODEL AND RETAIL SERVICE QUALITY SCALE (RSQS) TO VIETNAMESE SUPERMARKETS

This paper presents the results of a study applying the Kano model for analysing, classifying, and prioritising customers' requirements in the context of Vietnamese retail service. A questionnaire based on the retail service quality scale and Kano question form has been designed and collected data from 598 customers of Vietnamese supermarkets. The data has been analysed by Kano model and presented on the four quadrants of X, Y scatter. Analysis results indicate that among the 27 retail service quality attributes, 11 attributes are classified as must-be; five attributes for one-dimensional and seven attributes for attractive. Findings not only provide insight into how Vietnamese supermarket managers would satisfy and delight their customer satisfaction, gain the advantage competitive, and differentiate with their competitors but also prove that Kano model could be well applied with RSQS in the context of retail service environment.

Retail service quality scale in the context of Indonesian traditional market

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.