An empirical assessment of service quality dimensions in the Indian retail sector
Article Metrics Report
Views, downloads, citations, engagementCited by
Current citation countResearch summary
Customer perceived service is considered as one of the key determinants of business performance. In the process of creating this differentiation, the role of delivery of quality services is very vital. So far, in the Indian context, there is a dearth of tested instruments which can measure customer-perceived service quality of a retail store. Application of quality measurement scales, in Indian context, particularly retail service quality, is yet very limited. In order to understand the driving factors of a typical Indian retail customer, the key objective of this study was to empirically test the service quality dimensions. The study also opined to carry out the gap analysis and identify the areas for improvements in retail service quality. The instrument proposed by Dabholkar, Thorpe and Rentz (1996) RSQS(Retail Service Quality Scale) was used as the questionnaire with the addition of two more variables which were found to be relevant for the Indian context after a pilot survey among small group of consumers. A 5-point Likert scale (1-strongly disagree, 5-strongly agree)was employed to measure the service quality of the retail shop. The findings of the RSQS in India are thus different from those of Dabholkar, Thorpe and Rentz.
Article History
How to Cite
Hemalatha, M. K., Jagannathan, L., & Ravichandran, K.. (2012). An empirical assessment of service quality dimensions in the Indian retail sector. Journal of Business and Retail Management Research, Volume 04 Issue 2.
Citation Context
APA
Hemalatha, M. K., Jagannathan, L., & Ravichandran, K.. (2012). An empirical assessment of service quality dimensions in the Indian retail sector. Journal of Business and Retail Management Research, Volume 04 Issue 2.
MLA
Hemalatha, Ms Kg, et al.. "An empirical assessment of service quality dimensions in the Indian retail sector." Journal of Business and Retail Management Research, Volume 04 Issue 2, 2012.
Chicago
Ms Kg Hemalatha, Lakshmi Jagannathan, and K Ravichandran. "An empirical assessment of service quality dimensions in the Indian retail sector." Journal of Business and Retail Management Research Volume 04 Issue 2 (24 Feb 2012).
Harvard
Hemalatha, M. K., Jagannathan, L., & Ravichandran, K. (2012) An empirical assessment of service quality dimensions in the Indian retail sector. Journal of Business and Retail Management Research, Volume 04 Issue 2
References
- Babakus, E. and Boller, G.W. (1992). “An empirical assessment of the SERVQUAL Scale”, Journal of Business Research, 24 (3): 253-268
- Berry, Leonard L (1986). “Retail Businesses are Service Businesses,” Journal of Retailing, 62(1), 3-6.
- Boshoff, Christo and Nic Terblanche (1997). “Measuring retail service quality: A replication study,” South African Journal of Business Management, 28 (December), 123-128
- Christo, B. & Terblanche, N.S. (1997). Measuring retail service quality: a replication study. South African Journal of Business Management, Vol. 28, Issue 4, 123- 128.
- Cronin Jr., J. Joseph and Steven A. Taylor, (1992) “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56 (3), 55-68.
- Dabholkar, P.A., Thorpe, D.I. & Rentz, J.O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, Vol. 24, No.1, 3-16.
- Espinoza, Miguel Morales, (1999) “Assessing the Cross-Cultural Applicability of a Service Quality Measure,” International Journal of Service Industry Management, 10 (5), 449-468.
- Furrer, Olivier, Ben Shaw-Ching Liu, and D. Sudharshan, (2000) “The Relationships between Culture and Service Quality Perceptions: Basis for Cross-Cultural Market Segmentation and Resource Allocation,” Journal of Service Research, 2 (4), 355-371.
- Gagliano, K.B. & Hathcote, J. (1994). Customer expectations and perceptions of service quality in retail apparel specialty stores. Journal of Services Marketing, Vol. 8, No. 1, 60-69.
- http://www.atkearney.com/index.php/Publications/at-kearneys-global-retail-development-index.html
- Hummel, J W and Savitt, Ronald (1988). “Integrated Customer Service and Retail Strategy,” International Journal of Retailing, 3(2), 5-21.
- Kim, S. & Jin, B. (2002). Validating the retail service quality scale for US and Korean customers of discount stores: an exploratory study. Journal of Services Marketing, Vol. 16, No. 3, 223-237.
- Lam, Simon S. K., (1997) “SERVQUAL: A Tool For Measuring Patients’ Opinions of Hospital Service Quality in Hong Kong,” Total Quality Management, 8 (4), 145-152.
- Leung, C. & To, C.K. (2001). Measuring perceived service quality of fashion stores: a test-retest reliability investigation, Journal of Fashion Marketing and Management, Vol. 5, No. 4, 324-329.
- Mazursky, David and Jacoby, Jacob (1985). “Forming Impression of Merchandise and Service Quality,” in Jacoby, Jacob and Olson, Jerry C (eds.), Perceived Quality: How Consumers View Stores and Merchandise, Lexington, MA: Lexington Books, 139-153.
- Mehta, S.C., Lalwani, A.K. & Han, S.L. (2000). Service quality in retailing: relative efficiency of alternative measurement scales for different product-service environments. International Journal of Retail & Distribution Management, Vol.28, No. 2, 62-72.
- Naveen Thonthu & Boonghe yoo (1998), Cultural influences on service quality expectation, Journal of service research, vol 1, No.2, 178-186.
- Oliver, Richard (1981). “Measurement and Evaluation of Satisfaction Processes in Retail Settings,” Journal of Retailing, 57(3), 25-48.
- Parasuraman, A; Berry, L L and Zeithaml, V A (1991).“Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, 67(4), 420-450.
- Parasuraman, A; Zeithaml, V A and Berry, L L (1985). “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49(4), 41-50.
- Rajendra Nargunkar, Marketing research, TATA McGRAW HILL, Third edition, page no 330-333.
- Reichheld, Frederick F and Sasser Jr., W Earl (1990). “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68(5), 105-111.
- Stauss, Bernd and Paul Mang, (1999) “Culture Shocks in Inter-cultural Service Encounters,” Journal of Services Marketing, 13 (4/5), 329-346.
- Usunier, Jean-Claude (2000) Marketing Across Cultures, 3rd Ed., Harlow: Prentice-Hall.
- Westbrook, Robert A (1981). “Sources of Consumer Satisfaction with Retail Outlets,” Journal of Retailing, 57(3), 68-85.
- Zeithaml, Valerie A., Leonard L. Berry, and A. Parasuraman, (1993) “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science, 21 (1), 1-12.
- Zhao, Xiande, Changhong Bai, and Y. V. Hui, (2002) “An Empirical Assessment and Application of SERVQUAL in A Mainland Chinese Department Store,” Total Quality Management, 13 (2), 241-254.