scholarly journals MEASURING GROCERY STORES SERVICE QUALITY IN INDONESIA: A RETAIL SERVICE QUALITY SCALE APPROACH

2017 ◽  
Author(s):  
Leonnard Leonnard
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Consumer Perceptions ◽  
Grocery Store ◽  
Equation Modeling ◽  
Grocery Stores ◽  
Quality Scale ◽  
Retail Service ◽  
Retail Service Quality

<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>

scholarly journals Model Pelayanan Pelanggan pada Toko Eceran Tradisional

2015 ◽  
Vol 10 (2) ◽  
pp. 194-210
Author(s):  
Panca Wiputra ◽  
Ujang Sumarwan ◽  
Hari Wijayanto
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Strategic Decision ◽  
Equation Modeling ◽  
Satisfaction Index ◽  
Quality Scale ◽  
Retail Business ◽  
Retail Service ◽  
Retail Company ◽  
Retail Service Quality

Retail Business is growing that makes traditional retail company must compete with modern retail company. It is needed for traditional company to maintain service quality to achieve satisfaction and loyalty. Sinar Fajar is one who keeps traditional retail by delivering goods to smaller retailer company. This research is aim to gives traditional retail company a broad view about which variable that gives impacts for customers satisfaction and the strategy to implicate the result of research.  Service Quality is measured by Retail Service Quality Scale (RSQS) method which is specific to measure service performance in retail industry worldwide. Data was collected from 176 respondent that participate by filling self administered questionnaire after they shop from Sinar Fajar. Research was conducted in January-March 2014 and analyzed with Customers Satisfaction Index (CSI), Structural Equation Modeling (SEM), and Importance Performance Analysis (IPA) Method to advice the company that which variable shows impacts for customers satisfaction. The result is 71.45% Customer is satisfied by the performance of Sinar Fajar, IPA has identified groups of variable to make strategic decision to allocating resources. Variable Dimension that influence most is policy and the least is Personal Interaction. Customers who are satisfied will become loyal so they will recommend Sinar Fajar to other Customers

scholarly journals The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

2020 ◽  
Author(s):  
Mirza Mohammad Didarul Alam
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Generation Y ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Physical Aspect ◽  
Gen Y ◽  
Retail Service ◽  
Retail Service Quality

Today, retailers have been struggling to retain their existing customers in the face of severe competition in their business operations. By expanding the service quality, retailers will be able to stand out among the other businesses and create the opportunity to strengthen customer loyalty, particularly within the younger generation. The aim of this study is to propose and empirically investigate the mechanism of increasing customer loyalty of Generation Y (Gen Y) toward superstores by means of enhancing service quality practices. Based on a structured questionnaire, data was collected from 252 Gen Y consumers who have visited four leading superstores in Bangladesh. The data was analyzed through SEMPLS3.0 to test the validity of the measures, and used to examine the hypothesized relationships by employing structural equation modeling. The findings show that the Retail Service Quality Scale (RSQS) is a reliable and valid instrument for assessing service quality in the retail sector of Bangladesh. The structural model indicates that the customer loyalty of Gen Y toward superstores is positively influenced by retail service quality dimensions such as policy, reliability, personal interaction, physical aspect, and problem solving, in the order of influencing strength. This paper provides the research implications and avenue for future research.    

Direct and Indirect Effects of CSR on Customer Reactions: PLS SEM Approach

2021 ◽  
Author(s):  
Abdul Rashid ◽  
◽  
Varsha Rokade ◽  
Keyword(s):  
Direct Effect ◽  
Indirect Effects ◽  
Structural Equation ◽  
Equation Modeling ◽  
Holistic View ◽  
Indian Context ◽  
Quality Scale ◽  
Retail Service ◽  
Corporate Social ◽  
Retail Service Quality

Purpose- Study aims at finding the Direct Effects of Corporate Social Responsibility (CSR) on Customer Satisfaction, Trust and Loyalty, together called as Customer Reactions (CR) and Indirect effects via Retailer Personality (RP). Design/methodology/approach- A Food and Grocery Retail customer intercept survey was conducted with sample size 410. Links were identified followed by development of a conceptual model. EFA was conducted through SPSS (23v) and CFA through Smart PLS (3.2.7v). Structural Equation Modeling was used to test the hypotheses. Findings- It was found that perceived CSR Policy of the retailer shown a direct effect on Retailer Personlaity but shown no direct effect on CR whereas CSR Policy exhibited varied indirect effects on CR via RP. Research limitations/implications- Deficient resources led to the lacking of generalizability of research outcomes. The present research was based on Retail Service Quality Scale in Indian context, though by adopting other scales, results may vary in different cultural settings. Practical implications- Improved CSR Policy of the retailer can have a favorable indirect effect on CR via Retailer Personality. Retailer can mould the CSR Policy to enhance CR. Originality/value- Study endeavored to create a holistic view of the effects of CSR Policy on CR. Relationships among all variables give originality to the study which has never been studied in Indian context.

scholarly journals Impact of Service Quality on Satisfaction - An Empirical Investigation on Cosmetic Retail Stores in Burdwan District

2021 ◽  
Vol 12 (3) ◽  
pp. 0-0
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Factor Model ◽  
Equation Modeling ◽  
Research Approach ◽  
Retail Stores ◽  
Satisfaction Scale ◽  
Four Dimensions ◽  
Quality Scale ◽  
Retail Service

In this present work, Retail Service Quality Scale (RSQS) developed by Dabholkar et. al. (1996) has been used to measure service quality. For the purpose of examining the dimensionality of the scales a confirmatory factor analysis (CFA) was performed using AMOS 20. A four factor model was derived after the analysis. High correlations among these four factors led to the inclusion of the second order service quality construct. For measuring satisfaction scale items were adapted from Khan et. al. (2016). By using structural equation modeling approach, it is found that customers of cosmetics retail stores evaluate service quality on the basis of four dimensions- personal interactions, physical appearance, problem solving, and convenience. A statistically significant relationship between service quality and satisfaction is also reported. Findings and research approach of this study will be of immense use to the researchers and practitioners in cosmetic retailing category.

Examining Applicability of RSQS with Added Dimensions for Organized Apparel Retailers in India

Paradigm ◽  
2017 ◽  
Vol 21 (1) ◽  
pp. 52-74 ◽  
Author(s):  
Arif Hasan
Keyword(s):  
Product Quality ◽  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
Original Form ◽  
Retail Stores ◽  
Retail Sector ◽  
Quality Scale ◽  
Retail Service ◽  
Apparel Retailers

This study endeavours to validate and develop a scale for organized apparel retail stores, as there is a need to develop and validate a modified instrument. Primary data have been collected from selected organized apparel retailers. Statistical tools, exploratory factor analysis (EFA) and structural equation modeling (SEM), were applied. It revealed that Retail Service Quality Scale (RSQS) model in original form is deficient and less appropriate in the Indian context, modified scale (i.e., Apparel Store Service & Product Quality Scale [ASSPQS]) may exhibit strong model fit for apparel retail sector. The findings and recommendations will enable retail stores to gather insights into current levels of service and product quality and may facilitate them in the improvement of certain aspects in service and product quality of the stores.

scholarly journals Pengaruh Pengelolaan Kualitas Layanan Melalui Program Pertamina Way terhadap Kepuasan Konsumen dan Dampaknya pada Citra SPBU Pertamina (Studi pada SPBU Pasti Pas di Surabaya)

2018 ◽  
Vol 2 (2) ◽  
pp. 107
Author(s):  
SRI SETYO IRIANI ◽  
PUGUH YULIANTO
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Brand Image ◽  
Value Added ◽  
Equation Modeling ◽  
Retail Service ◽  
Service Quality Management ◽  
Quota Sampling

Since 2007, BBM industry retail in Indonesia has been entered free trade. This make Pertamina do service quality management to entire SPBU Pertamina through Pertamina Way Program. Pertamina way is five standard operational elements which have to be reached by every SPBU Pertamina for consumers. Five elements its self consisted of: 1) Well trained and motivated staff, 2) quality and quantity assurance, 3) well-maintained equipment and facility, 4) consistent  physical format, 5) as well as product offerings and value-added services. Service quality in this study is measured by dimensions of retail service quality according to Dabholkar, et al (1996) is consisted of: physical aspects, reliability, personal interaction, problem solving, and policy. This research purpose are: 1) to determine consumer perceptions of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) to determine the influence of service quality management through Pertamina Way program to consumer satisfaction SPBU Pertamina with Pasti Pas logo in Surabaya, 3) to determine whether consumer satisfaction will have an impact on the brand image of SPBU Pertamina in Surabaya, 4) to determine the influence of service quality management through Pertamina Way programs is influenced to the brand image of SPBU Pertamina in Surabaya. The sample in this study is the consumer of 48 SPBU Pertamina Pasti Pas logo in Surabaya is consisted of 200 respondents. Sample decision techniques used non probability sampling with accidental sampling method and quota sampling. Data analysis technique used Structural Equation Modeling (SEM) by software AMOS 16.0 and SPSS 16.0. From the results of the analysis note that: 1) consumer have a positive perception of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) service quality management is influenced significantly to consumer satisfaction of SPBU Pertamina with Pasti Pas logo in Surabaya, 3) customer satisfaction does not affect significantly to the image of SPBU Pertamina in Surabaya, 4) service quality management is influenced significantly to the image of SPBU Pertamina in Surabaya.

scholarly journals Applicability of Retail Service Quality Scale (RSQS) in India

2011 ◽  
Vol 1 (9) ◽  
pp. 184-186
Author(s):  
M. Ramakrishnan M. Ramakrishnan ◽  
◽  
Dr. Sudharani Ravindran
Keyword(s):  
Service Quality ◽  
Quality Scale ◽  
Retail Service ◽  
Retail Service Quality

scholarly journals Sustenance: Determining the Factors for Prediction and Prediction of the Customers Willing to Wait to Shop Grocery

2019 ◽  
Vol 9 (1S4) ◽  
pp. 1061-1064
Keyword(s):  
Service Quality ◽  
Fast Moving ◽  
Grocery Store ◽  
Work Task ◽  
Retail Service ◽  
Variable Factor ◽  
Retail Service Quality

In the fast moving life, people have less time for each work/task. This study focuses on knowing the factors that contribute to the buyer’s willingness to wait and shop during the opening hours in the morning. A grocery store needs to focus well on the incremental efforts on enhancing the retail service quality of grocery store that helps to sustain and retain customers. Rarely, it so happens that the buyer needs to wait during the opening hours, as there is some delay in setting-up. The objective of this research is to predicting the factors that comforts the customer to wait at the grocery store during the delay in the setup. The key variable/factor that helps to predict is identified along with the category. Analysis helps to conclude that occupation motivates a customer to wait to shop and need to be empathic with them for sustenance.

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