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Measuring The Service Quality In Retail Stores Using Rsqs Model
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Book Synopsis Measuring the Service Quality in Retail Stores Using Rsqs Model by : Faizan Ali
Download or read book Measuring the Service Quality in Retail Stores Using Rsqs Model written by Faizan Ali and published by LAP Lambert Academic Publishing. This book was released on 2011-09 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service quality is a critical component of customer perceptions about the service. Customers perceive services in terms of its quality and how satisfied they are overall with their experiences. In retail in particular, margins are tightly squeezed and therefore customer service quality may be the key indicator of added value. RSQS is the model specifically designed to measure the service quality of Retail Stores. Using dimensions i.e., physical looks, convenience, reliability, personal interaction, problem solving and general policy, this model is used to measure service quality at SportsDirect in Wrexham. The primary or principal data collected in this study has been from two branches of SportsDirect in Wrexham. These have been collected from 300 customers using convenience sampling. From the gap score analysis carried out, it was found that, the overall service quality is low as perceived by customers in SportsDirect stores and hence no customer satisfaction is observed. Also consumers receive less than expected experience from the SportsDirect stores.
Book Synopsis Evaluation of Retail Service Quality by Using RSQS Model by : Rahela Farooqi
Download or read book Evaluation of Retail Service Quality by Using RSQS Model written by Rahela Farooqi and published by . This book was released on 2015 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service quality is a major area of attention for researchers. It has a strong impact on cost, customer satisfaction, loyalty and profitability. In retailing, the perception of service quality is different from other service environments. In retail stores there is a mix of product and service; retailers are likely to have more impact on service quality than that of product quality. Thus service quality plays a significant role in creating quality perception. Retail service quality is also associated with future consumption behavior in terms of the customer's intention to visit, purchase and recommendations to others. Hence, it is important for the retail managers to evaluate retail service quality in the stores.The purpose of this research paper is to find out how customers perceive the overall retail service quality in Big Bazaar hypermarkets in National Capital Territory of Delhi (India). Big Bazaar is the largest hypermarket chain in India. Big Bazaar is an agglomeration of bazaars offering a wide range of merchandise including fashion and apparel, food product, general merchandise, furniture, electronic, book, fast food and leisure and entertainment. Hence it is ideal for our study.The main theoretical model adopted for measuring the retail service quality was the Retail Service Quality Scale (RSQS) which is a 28 item scale with five dimensions: Physical Aspect, Reliability, Personal Interaction, Problem Solving and Policy developed by Dabholkar, Thorpe and Rentz (1996) in the U.S. and considered valid across a variety of formats and cultural contexts. Methodologically, the study was a cross-sectional case survey conducted with the help of structured questionnaire. A survey of 125 shoppers in hypermarkets of Big Bazaar in five different zones of NCT of Delhi was conducted. Responses were measured on a five-point Likert scale. Demographic information like gender, age, marital status, employment status, education level and income was also collected. Additional three questions pertaining to the customer's future intentions to shop, purchase and recommend the stores were also included. The analysis part included descriptive and statistical analysis. The gap analysis model was used to examine how consumers perceive service quality in Big Bazaar hypermarkets. Through the correlation analysis, it was verified that retail service quality is associated with future consumption behaviour.
Book Synopsis Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia by : Samrena Jabeen
Download or read book Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia written by Samrena Jabeen and published by Partridge Publishing Singapore. This book was released on 2019-06-27 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Retail Service Quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Service quality is a solution to build customer satisfaction which could lead to customer loyalty hence reducing switching intentions. The current study has investigated the interrelationship between service quality, customer satisfaction, customer loyalty with switching intentions of customers, and the moderating role of price discounts and store ethnicity, in a single framework. Random sampling was used by administering standardized questionnaires personally to 450 hypermarket customers located in the Eastern Province of Saudi Arabia. The results confirmed that retail service quality has significant positive influence on customer satisfaction, and the positive effect of customer satisfaction on customer loyalty. Besides, the study verified store ethnicity and price discounts acted as moderating mechanism for explaining the switching intentions of satisfied and loyal customers. The results serve as a guideline for top managers of the hypermarkets to design appropriate policies and strategies in terms of retail service quality, price discounts and identifying the needs of ethnic groups in a particular region. This will help to enhance customer satisfaction and customer loyalty hence reducing switching intentions of customers.
Book Synopsis A Customised Scale for Measuring Retail Service Quality in a College Shop by : Derar Yaghi
Download or read book A Customised Scale for Measuring Retail Service Quality in a College Shop written by Derar Yaghi and published by . This book was released on 2010 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this research was to modify an existing scale to measure retail service quality in a college shop. This scale was modified based on the retail service quality scale (RSQS) to make it more contexts specific and culturally sensitive for the retail college shop (Al Waha) at Dubai Women?s College. It also explores the relationship between the new retail service quality dimensions and overall service quality, satisfaction, loyalty and frequency of visits. A total of 424 completed questionnaires obtained from Al Waha customers was used in the analysis for the main study. Principal component analysis was used for scale reduction and multiple regression analysis was used to find associations. The new modified scale (Al Waha scale) resulted in 22 items across four dimensions: interaction quality, physical aspects, policy and understanding and caring which is a new dimension. The results confirm the association between the four new service quality dimensions and overall service quality, satisfaction, loyalty and frequency of visits. The results disclose the importance of age when evaluating physical aspects and caring and commitment dimensions. The study was performed among a very specific demographic sample; generalizations could only be made to similar college shops. Therefore, testing the modified model in other shops outside of the colleges is an area for future research. By modifying the RSQS scale to be context specific to retail shops in Dubai, this study provides an incremental step towards other scales in the region. This reveals that there are associations between Al Waha scale dimensions and overall service quality, satisfaction, loyalty and frequency of visits. Also, it indicated the importance of age when customers? evaluate physical aspects and caring and commitment dimensions. This scale gives managers a tool to improve service quality at their shops in order to become more competitive.
Book Synopsis Fashion Retail Supply Chain Management by : Tsan-Ming Choi
Download or read book Fashion Retail Supply Chain Management written by Tsan-Ming Choi and published by CRC Press. This book was released on 2014-05-06 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fashion Retail Supply Chain Management: A Systems Optimization Approach is a comprehensive reference source that provides the state-of-the-art findings on many important emerging research issues related to retail supply chain management and optimization problems. The book takes an explicit systems approach, and discusses retailled fashion supply ch
Book Synopsis A Measure of Service Quality for Retail Stores by : Pratibha A. Dabholkar
Download or read book A Measure of Service Quality for Retail Stores written by Pratibha A. Dabholkar and published by . This book was released on 1996 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Exploring Services Science by : Henriqueta Nóvoa
Download or read book Exploring Services Science written by Henriqueta Nóvoa and published by Springer. This book was released on 2015-01-06 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book contains the refereed proceedings of the 6th International Conference on Exploring Service Science (IESS), held in Porto, Portugal, in February 2015. Service science constitutes an interdisciplinary approach to systematic innovation in service systems, integrating managerial, social, legal, and engineering aspects to address the theoretical and practical challenges of the service industry and its economy. The 27 full papers accepted for IESS were selected from 69 submissions. The papers consider the topics service innovation, service exploration, service design, IT-based service engineering, and service sustainability.
Author :E. Sankaran, Dr. K S Meenakshi Sundaram, Dr. D Kirubakaran Publisher :Archers & Elevators Publishing House ISBN 13 :9385640666 Total Pages : pages Book Rating :4.3/5 (856 download)
Book Synopsis The Customer Satisfaction towards Service Quality of Electrical Equipments by : E. Sankaran, Dr. K S Meenakshi Sundaram, Dr. D Kirubakaran
Download or read book The Customer Satisfaction towards Service Quality of Electrical Equipments written by E. Sankaran, Dr. K S Meenakshi Sundaram, Dr. D Kirubakaran and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Retail Marketing Management by : David Gilbert
Download or read book Retail Marketing Management written by David Gilbert and published by Pearson Education India. This book was released on 2003-09 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :Lewlyn L. R. Rodrigues Publisher :Anchor Academic Publishing (aap_verlag) ISBN 13 :3954895528 Total Pages :81 pages Book Rating :4.9/5 (548 download)
Book Synopsis Service Quality Measurement: Issues and Perspectives by : Lewlyn L. R. Rodrigues
Download or read book Service Quality Measurement: Issues and Perspectives written by Lewlyn L. R. Rodrigues and published by Anchor Academic Publishing (aap_verlag). This book was released on 2013-06-01 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]
Download or read book Perceived Quality written by Jacob Jacoby and published by Lexington Books. This book was released on 1985 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Service Quality and Productivity Management by : Jochen Wirtz
Download or read book Service Quality and Productivity Management written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
Book Synopsis Services Management: Conceptualizing and Measuring Customer Perceived Service Quality by : Tim Ebner
Download or read book Services Management: Conceptualizing and Measuring Customer Perceived Service Quality written by Tim Ebner and published by GRIN Verlag. This book was released on 2013-02-12 with total page 31 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
Book Synopsis Hospitality Marketing and Consumer Behavior by : Vinnie Jauhari
Download or read book Hospitality Marketing and Consumer Behavior written by Vinnie Jauhari and published by CRC Press. This book was released on 2017-06-26 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating memories and joyous experiences for consumers is a key dimension affecting the profitability and growth of a hospitality firm. Drawing on global experiences, this new book looks at the diverse factors that create these positive experiences and provides insight into marketing and consumer behavior in the context of hospitality and tourism. The dynamics of emerging economies has been captured, and some lessons have been drawn from best practices across the globe.
Book Synopsis Fresh Food Retail Chains in India : Organisation and Impacts (CMA Publication No. 238) by : Sukhpal Singh
Download or read book Fresh Food Retail Chains in India : Organisation and Impacts (CMA Publication No. 238) written by Sukhpal Singh and published by Allied Publishers. This book was released on 2011-07-30 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: Food retail chains and supermarkets have emerged as important players in global food economy coordinating and controlling the sector in many countries including developing countries. The book also attempts case studies of alternative procurement and retail channels in India and make policy and practical recommendations to leverage the modern retail chain players for small holder benefit to protect the traditional retail interest.
Book Synopsis Retailing in the 21st Century by : Manfred Krafft
Download or read book Retailing in the 21st Century written by Manfred Krafft and published by Springer Science & Business Media. This book was released on 2009-12-17 with total page 458 pages. Available in PDF, EPUB and Kindle. Book excerpt: With crisp and insightful contributions from 47 of the world’s leading experts in various facets of retailing, Retailing in the 21st Century offers in one book a compendium of state-of-the-art, cutting-edge knowledge to guide successful retailing in the new millennium. In our competitive world, retailing is an exciting, complex and critical sector of business in most developed as well as emerging economies. Today, the retailing industry is being buffeted by a number of forces simultaneously, for example the growth of online retailing and the advent of ‘radio frequency identification’ (RFID) technology. Making sense of it all is not easy but of vital importance to retailing practitioners, analysts and policymakers.
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
