scholarly journals Measuring retail service quality: A replication study

1997 ◽  
Vol 28 (4) ◽  
pp. 123-128 ◽  
Author(s):  
Christo Boshoff ◽  
Nic S. Terblanché
Keyword(s):  
Service Quality ◽  
South African ◽  
United States Of America ◽  
Services Marketing ◽  
The United States ◽  
Recent Past ◽  
Retail Service ◽  
Reliable Instrument ◽  
Quality Instrument ◽  
Retail Service Quality

In the recent past, few services marketing topics have attracted as much attention as the measuring and management of service quality. In this study an instrument developed in the United States of America, which measures the service quality in a South African retail environment, is empirically evaluated. The retail service quality instrument has been shown to be a valid and reliable instrument and the developers' claim of construct reliability can be supported.

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.

scholarly journals A Comparative Discussion of the Judicial Disqualification of Directors under the South African Companies Act

2020 ◽  
pp. 1-24
Author(s):  
Rehana Cassim
Keyword(s):  
United States ◽  
United Kingdom ◽  
South African ◽  
United States Of America ◽  
The United States ◽  
The South ◽  
The United Kingdom ◽  
Locus Standi

Abstract Section 162 of the South African Companies Act 71 of 2008 empowers courts to declare directors delinquent and hence to disqualify them from office. This article compares the judicial disqualification of directors under this section with the equivalent provisions in the United Kingdom, Australia and the United States of America, which have all influenced the South African act. The article compares the classes of persons who have locus standi to apply to court to disqualify a director from holding office, as well as the grounds for the judicial disqualification of a director, the duration of the disqualification, the application of a prescription period and the discretion conferred on courts to disqualify directors from office. It contends that, in empowering courts to disqualify directors from holding office, section 162 of the South African Companies Act goes too far in certain respects.

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 The socio-political context of the application of fair selection models in the usa

1996 ◽  
Vol 22 (1) ◽  
Author(s):  
G. K. Huysamen
Keyword(s):  
United States ◽  
South African ◽  
United States Of America ◽  
Personnel Selection ◽  
The United States ◽  
Political Context ◽  
Preferential Treatment ◽  
Selection Models ◽  
The Usa ◽  
History Of

In an earlier article, the psychometrics of various fair selection models that had been proposed in the United States of America in the late 1960s, early 1970s were presented. The purpose of the present article is to discuss the subsequent history of the application of these models in personnel selection in that country and to view its implications for the South African situation. Because the question of fair selection models ties in with the issue of affirmative action, a brief history of this issue as it pertains to personnel selection is also given. Key decisions of the American Supreme Court that have a bearing on this matter are also reviewed. The failure to widely apply these fair selection models may be attributed to the prevalent socio-political context which favours the preferential treatment of certain groups but is hesitant to specify the particulars and limits of such treatment. Opsomming 'n Vorige artikel het die psigometi-ika onderliggend aan verskeie billike keuringsmodelle wat in die laat sestigerjare, vroee sewentigerjare in die Verenigde State van Amerika voorgestel is, behandel. Die doel met die onderhawige artikel is om 'n oorsig te verskaf van die daaropvolgende geskiedenis van die toepassing van daardie modelle in personeelkeuring in daardie land, en om die implikasies daarvan vir die Suid-Afrikaanse situasie te belig. Omdat die aangeleentheid van billike keuringsmodelle verband hou met die kwessie van regstellende aksie, word 'n bondige geskiedenis van hierdie kwessie soos dit op personeelkeuring van toepassing is, ook verskaf. Sleutel-uitsprake van die Amerikaanse Hooggeregshof wat betrekking het op hierdie aangeleentheid word ook beskou. Die beperkte toepassing van hierdie billike keuringsmodelle kan toegeskryf word aan die heersende sosio-politieke konteks wat die voorkeurbehandeling van bepaalde groepe voorstaan, maar wat huiwerig is om die besonderhede en perke van sodanige behandeling te spesifiseer.

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.               

Sign in / Sign up

Export Citation Format

Share Document