Retail service quality scale in the context of Indonesian traditional market

<p><em>The growing number of modern grocery stores in Indonesia is a challenge for each grocery store to maintain and increase their number of consumers. The success of maintaining and improving service quality will affect long-term profitability and business sustainability. Therefore, in this study, we examined consumer perceptions of service quality in one of modern grocery stores in Indonesia. Data were collected from 387 consumers of grocery stores in Jakarta, Bogor, Depok, Bekasi, Cibubur, and Subang. Structural Equation Modeling (SEM) through Maximum likelihood and Bayesian estimation was employed to analyze the data. The finding indicated that the five indicators of the retail service quality scale consisting of physical aspects, reliability, personal interactions, problem solving and policies provided valid multi-item instruments in measuring consumer perceptions of service quality in grocery stores.</em></p>

Download Full-text

A Discriminant Analysis Of High End And Budget Stores In Apparel Retail In India Using Retail Service Quality Scale Model

Turkish Journal of Computer and Mathematics Education (TURCOMAT) ◽

10.17762/turcomat.v12i4.581 ◽

2021 ◽

Vol 12 (4) ◽

pp. 929-937

Author(s):

Dr. Gayathri Band, Et. al.

Keyword(s):

Discriminant Analysis ◽

Service Quality ◽

Consumer Perception ◽

Scale Model ◽

Retail Stores ◽

Quality Factors ◽

Personal Interaction ◽

Quality Scale ◽

Retail Service ◽

Retail Service Quality

Service Quality is a blend of two words, Service and Quality where we discover accentuation on the accessibility of value services to definitive users. RSQS scale has been used for identifying the discriminant service quality factors differentiating the consumer perception of high end apparel retail stores and budget apparel retail stores. All out 600 surveys were circulated, 300 for high end and 300 for budget apparel retail stores and that we got 548 complete surveys of which 258 were from consumers of high end apparel retail stores and 290 were from consumers of budget apparel retail stores which were utilized for examination. The high end stores included in the study include H&M, Veromoda, ONLY and Westside and budget stores included in the study include Trends, Max, FBB and Pantaloons. The discriminate function revealed a significant association between groups and all predictors, accounting for 64.5% of between group variability, the structure matrix revealed three significant predictors, namely Reliability, Physical Aspects and Policy with problem solving and personal interaction as poor predictors. The cross validated classification showed that overall 76% were correctly classified.

Download Full-text

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

HCMCOUJS - ECONOMICS AND BUSINESS ADMINISTRATION ◽

10.46223/hcmcoujs.econ.en.3.1.103.2013 ◽

2020 ◽

Vol 3 (1) ◽

Author(s):

Trinh Thuy Anh ◽

Phan Minh Tai

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Satisfaction Level ◽

Personal Interaction ◽

Quality Scale ◽

Retail Service ◽

Determining Factors ◽

Retail Service Quality ◽

Interaction Problem

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.

Download Full-text