A measure of retail service quality

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 physi...

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Bibliographic Details
Published in:Marketing Intelligence & Planning 2001, Vol.19 (2), p.88-96
Main Authors: Siu, Noel Y.M., TakHing Cheung, Jeff
Format: Report
Language:English
Subjects:
Customer service
Department stores
Retailing
Service quality
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Summary: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.
ISSN:0263-4503
DOI:10.1108/02634500110385327