A measure of retail service quality

Noel Y M SIU, Jeff Tak-Hing Cheung

    Research output: Contribution to journalJournal articlepeer-review

    104 Citations (Scopus)

    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.

    Original languageEnglish
    Pages (from-to)88-96
    Number of pages9
    JournalMarketing Intelligence and Planning
    Volume19
    Issue number2
    DOIs
    Publication statusPublished - 1 Apr 2001

    Scopus Subject Areas

    • Marketing

    User-Defined Keywords

    • Customer service
    • Department stores
    • Retailing
    • Service quality

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