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- W2187052528 abstract "Purpose: Studies on service quality measurement have majorly focused on SERVQUAL scale. But the SERVQUAL scale couldn’t be adapted and validated within a retail setting, given the unique dimensions of service in the context of retail stores as compared to ‘pure’ service environment (like banking, brokerage, telecommunication etc). The paper aims to determine the validity of Retail Service Quality Scale (RSQS) as an alternative to SERVQUAL in the context of Indian retail environment. Design/Methodology/Approach: The authors estimate validity of individual constructs forming part of RSQS. It incorporates three distinct validity types i.e. Content, Construct and Nomological Validity. Confirmatory Factor Analysis has been used towards validation and development of RSQS measurement model. On the basis of findings from validation exercise, fitness of measurement model and its adaptability in the Indian context have been reported. Findings: RSQS model in original form is invalid in the Indian retail store environment. A four factor RSQS model excluding the ‘Policy’ dimension revealed reliable and valid results in Indian context. The modified RSQS model demonstrates strong model fit indices. Originality/Value: A valid RSQS in the Indian retail environment will be an asset for studying the organized retail settings. . The findings and recommendations will enable retail stores to gather insight into current levels of service quality as well as to conduct periodic ‘checks’ for assessing scope for service improvement. RSQS could serve as a diagnostic tool for retailers to identify service areas that are weak and in need of attention." @default.
- W2187052528 created "2016-06-24" @default.
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- W2187052528 date "2014-01-01" @default.
- W2187052528 modified "2023-09-27" @default.
- W2187052528 title "RETAIL SERVICE QUALITY ASSESSMENT - A SCALE VALIDATION STUDY IN INDIAN PERSPECTIVE" @default.
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