Measuring Retail Service Quality, Customer Satisfaction, and Behavioural Intentions in Organised Retail Sector

DIAS TECHNOLOGY REVIEW, VOL. 9 NO. 2, OCTOBER 2012-MARCH 2013

13 Pages Posted: 14 Apr 2021

See all articles by Sanjiv Mittal

Sanjiv Mittal

Guru Gobind Singh Indraprastha (GGSIP) University - University School of Management Studies

Samridhi Tanwar

The Technological Institute of Textile and Sciences

V. K. Kaushik

The Technological Institute of Textile and Sciences

Date Written: 2013

Abstract

To face the dynamic and volatile competition, retailers have to deliver high quality of services to its customers. Retail outlets offer the combination of product and services, but service quality is likely to have more impact on customers than product quality. This present paper aims to identify the applicability of RSQS in Indian food retail. Exploratory factor analysis has identified seven dimensions of retail service quality. The results of the study indicate that RSQS is not a generic scale. “Appearance” was the most important factor and the main determinant of behavioural intentions of shoppers (food outlets). The effect of demographic characteristics on various service quality dimensions was also identified.

Keywords: Organised food retail, Service quality, Behavioural intentions

Suggested Citation

Mittal, Sanjiv and Tanwar, Samridhi and Kaushik, V. K., Measuring Retail Service Quality, Customer Satisfaction, and Behavioural Intentions in Organised Retail Sector (2013). DIAS TECHNOLOGY REVIEW, VOL. 9 NO. 2, OCTOBER 2012-MARCH 2013, Available at SSRN: https://ssrn.com/abstract=3816310

Sanjiv Mittal (Contact Author)

Guru Gobind Singh Indraprastha (GGSIP) University - University School of Management Studies ( email )

New Delhi, 110065
India

Samridhi Tanwar

The Technological Institute of Textile and Sciences

Bhiwani
Haryana
India

V. K. Kaushik

The Technological Institute of Textile and Sciences ( email )

Bhiwani
Haryana
India

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