Online Retail Service Quality Dimensions and Retail Channel-Product Congruence

2014 ◽  
pp. 396-396
Author(s):  
Retno Tanding Suryandari
Keyword(s):  
Service Quality ◽  
Online Retail ◽  
Retail Channel ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Service Quality

scholarly journals Customer satisfaction on service quality dimensions

2021 ◽  
Vol 11 (3) ◽  
pp. 35-39
Author(s):  
BHASKAR K ◽  
SUBRAMANYAM P
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Retail Market ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Service Quality ◽  
The Relationship

The purpose of this paper is to empirically investigate the influence of dimensions of service quality towards satisfaction in the context of Indian retail market. The paper focused to examine the relationship between satisfaction and service quality dimensions. A study has been conducted on 20 supermarkets in Kadapa district, A.P. India. The results of this research indicate that retail service quality positively influences satisfaction and trust. It is found that satisfaction also positively influences trust and loyalty. Satisfaction and trust mediate the relationship between retail service quality and loyalty on customer satisfaction.

Retail service quality in India: construct exploration and measure development

2015 ◽  
Vol 4 (1) ◽  
pp. 129-148 ◽  
Author(s):  
Harsh V Verma ◽  
Ekta Duggal
Keyword(s):  
Service Quality ◽  
Exploratory Research ◽  
Component Structure ◽  
Content Type ◽  
Critical Dimensions ◽  
Customer Care ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Service Quality

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.

Deconstructing Retail Service Quality in India

Paradigm ◽  
2016 ◽  
Vol 20 (2) ◽  
pp. 143-158
Author(s):  
Ekta Duggal ◽  
Harsh V. Verma
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Model Development ◽  
Validity And Reliability ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Context Specific ◽  
Quality Instrument ◽  
Retail Service Quality

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.

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

2019 ◽  
Vol 6 (2) ◽  
pp. 1-22 ◽  
Author(s):  
Sreekumar ◽  
Rema Gopalan ◽  
Biswajit Satpathy
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Structural Modeling ◽  
Integrated Approach ◽  
Interpretive Structural Modeling ◽  
Quality Function ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
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'.

Online Retail Service Quality: Scale Development and Validation

2021 ◽  
pp. 097226292110112
Author(s):  
Biranchi Narayan Swar ◽  
Rajesh Panda
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Measurement Scale ◽  
Future Research ◽  
Market Place ◽  
Online Retail ◽  
Online Retailers ◽  
Retail Service ◽  
Retail Service Quality

The growth of online retailing has created an opportunity to create a scale specifically for online retail services. At the same time, the increasing rate of internet penetration in India coupled with electronic banking and wallets has formed new market place for many online retailers. In this context, to gain competitive advantage, the online retailers should provide better service quality. Thus, the present research tries to know the various constructs of retail service quality (RSQ) in online format and develop a measurement scale. The study has borrowed the constructs from ‘Retail Service Quality’ (RSQ) and ‘Technology Acceptance Model’ (TAM). For this purpose, we collected data from 600 respondents. The scale has been confirmed and validated by using CFA. The study confirmed that online RSQ (ORSQ) scale consists of four constructs: ‘Ease of Use’, ‘Problem Solving’, ‘Policy’ and ‘Reliability’ with 18 variables. The article has concluded and validated a scale for ORSQ which can help the online retailers to design their service offering. The implications of the ORSQ scale for practitioners, as well as for future research, are discussed in this article.

Nonlinear impact of online retail characteristics on customer satisfaction and loyalty

2015 ◽  
Vol 7 (2/3) ◽  
pp. 152-169 ◽  
Author(s):  
Gerson Tontini ◽  
Júlio Cesar da Silva ◽  
Eliane Fátima Strapazzon Beduschi ◽  
Elis Regina Mulinari Zanin ◽  
Margarete de Fátima Marcon
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fault Recovery ◽  
Online Retail ◽  
Content Type ◽  
One Dimensional ◽  
Service Accessibility ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.

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

2012 ◽  
Vol 12 (1) ◽  
Author(s):  
J. Beneke ◽  
C. Hayworth ◽  
R. Hobson ◽  
Z. Mia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Emerging Market ◽  
Path Model ◽  
Store Loyalty ◽  
Retail Service ◽  
Supermarket Industry ◽  
Quality Dimensions ◽  
Meaningful Relationships ◽  
Retail Service Quality

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.

scholarly journals Effectiveness of e-Servqual in e-Tailing - Shoppers Expectations

2020 ◽  
Vol 8 (5) ◽  
pp. 5216-5221
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Online Retail ◽  
Online Mode ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Services

In the recent days, Omni channel retailing is quite famous and gain importance among the customers. The retailers are also expecting some additional source of sales revenue to meet out the hectic competition around globe. This study is made with the intention to evaluate the service quality of online retail services with the sixteen service quality dimensions. The study is describing the intention of the shoppers pertaining to the service quality offered by the retailers in online mode. The primary data was collected from 310 respondents through circulating the structured questionnaire consists of various statements explaining all these sixteen e- service quality dimensions. Appropriate statistical tools have employed to assess the relationship among these variables and its impact on the achievements of the customer’s expectations at the end. It was completely depicted through the structural equation model constructed with the help of AMOS v.20.

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