scholarly journals Usulan peningkatan kualitas pelayanan menggunakan model retail service quality

2021 ◽  
Vol 7 (1) ◽  
pp. 12
Author(s):  
Shanti Kirana Anggraeni ◽  
Elsa Aulia Hayati
Keyword(s):  
Service Quality ◽  
Retail Service ◽  
Retail Service Quality

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.

scholarly journals Evaluation of Malaysian Retail Service Quality

2013 ◽  
Vol 9 (4) ◽  
Author(s):  
Zalina Ibrahim ◽  
Linda Dana ◽  
Ahmad Faisal Mahdi ◽  
Mohamad Zaid Mohd Zin ◽  
Mohd Anuar Ramli ◽  
...  
Keyword(s):  
Service Quality ◽  
Retail Service ◽  
Retail Service Quality

scholarly journals Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 115-130
Author(s):  
Mohammad Nur Safri Ramadhan ◽  
Nur Asnawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Comparative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Retail Service ◽  
Retail Service Quality ◽  
Pls Method

The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there is a direct effect of the retail service quality variable upon customers' loyalty and also on customer satisfaction which has a direct influence on customers of Super Indo Bendungan Sutami. Meanwhile, loyalty and can mediate the effect of retail service quality on customer loyalty.               

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.    

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.

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