A measure of retail service quality

Noel Y M SIU, Jeff Tak-Hing Cheung

Research output: Contribution to journalArticlepeer-review

91 Citations (Scopus)


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
Issue number2
Publication statusPublished - 1 Apr 2001

Scopus Subject Areas

  • Marketing

User-Defined Keywords

  • Customer service
  • Department stores
  • Retailing
  • Service quality


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