Consumers Evaluation of Retail Store Service Quality And Its Impact on Future Consumption Behaviour In India
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 2
Abstract
Good service quality leads to more satisfied customer, profits, and so better retail store performance. This demands reliable and valid scale for measuring retail service quality. Current measures of service quality for retail stores are not reliable and valid in Indian context. This research paper aims the development of a scale for assessing customer perceptions of service quality for specialty stores in India. Based on the objective, exploratory research has been used for exploring new items in Indian context and descriptive research has been used for the development of the retail service quality scale. Data were collected with a sample of 400 customers. A validated Retail Service Quality Scale is developed for measuring service quality in specialty store and its impact on future consumption behaviour is studied. It results in six dimensions namely inspiring confidence, reliability, appearance, problem solving, policy, and courteousness. The results show that among the six service dimensions, an inspiring confidence and policy have the greatest impact on the overall service quality and future consumption respectively. The implications for practitioners and researchers are discussed.
Authors and Affiliations
Dr. Rajeev Sirohi, Dr. Naveen Kumar
Keywords
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- EP ID EP409644
- DOI 10.9790/487X-2002051117.
- Views 58
- Downloads 0
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