“A Measure of Service Quality for Retail Stores: Scale Development and Validation”


Abstract: Current measures of service quality do not adequately capture customers' perceptions of service quality for retail stores (i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory factor analysis based on the partial disaggregation technique and cross­validation using a second sample support the validity of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners, as well as for future research, are discussed.


First Author:   Pratibha A. Dabholkar  

(Email: pratibha@love-and-learning.info)


Source: Journal of the Academy of Marketing Science, 1996, Volume 24, Issue 1, 3-16. (lead article). Finalist for best JAMS article in 1996.

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