scholarly journals Impact of Service Quality on Satisfaction - An Empirical Investigation on Cosmetic Retail Stores in Burdwan District

2021 ◽  
Vol 12 (3) ◽  
pp. 0-0
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Factor Model ◽  
Equation Modeling ◽  
Research Approach ◽  
Retail Stores ◽  
Satisfaction Scale ◽  
Four Dimensions ◽  
Quality Scale ◽  
Retail Service

In this present work, Retail Service Quality Scale (RSQS) developed by Dabholkar et. al. (1996) has been used to measure service quality. For the purpose of examining the dimensionality of the scales a confirmatory factor analysis (CFA) was performed using AMOS 20. A four factor model was derived after the analysis. High correlations among these four factors led to the inclusion of the second order service quality construct. For measuring satisfaction scale items were adapted from Khan et. al. (2016). By using structural equation modeling approach, it is found that customers of cosmetics retail stores evaluate service quality on the basis of four dimensions- personal interactions, physical appearance, problem solving, and convenience. A statistically significant relationship between service quality and satisfaction is also reported. Findings and research approach of this study will be of immense use to the researchers and practitioners in cosmetic retailing category.

Examining Applicability of RSQS with Added Dimensions for Organized Apparel Retailers in India

Paradigm ◽  
2017 ◽  
Vol 21 (1) ◽  
pp. 52-74 ◽  
Author(s):  
Arif Hasan
Keyword(s):  
Product Quality ◽  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
Original Form ◽  
Retail Stores ◽  
Retail Sector ◽  
Quality Scale ◽  
Retail Service ◽  
Apparel Retailers

This study endeavours to validate and develop a scale for organized apparel retail stores, as there is a need to develop and validate a modified instrument. Primary data have been collected from selected organized apparel retailers. Statistical tools, exploratory factor analysis (EFA) and structural equation modeling (SEM), were applied. It revealed that Retail Service Quality Scale (RSQS) model in original form is deficient and less appropriate in the Indian context, modified scale (i.e., Apparel Store Service & Product Quality Scale [ASSPQS]) may exhibit strong model fit for apparel retail sector. The findings and recommendations will enable retail stores to gather insights into current levels of service and product quality and may facilitate them in the improvement of certain aspects in service and product quality of the stores.

scholarly journals MEASURING GROCERY STORES SERVICE QUALITY IN INDONESIA: A RETAIL SERVICE QUALITY SCALE APPROACH

2017 ◽  
Author(s):  
Leonnard Leonnard
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Consumer Perceptions ◽  
Grocery Store ◽  
Equation Modeling ◽  
Grocery Stores ◽  
Quality Scale ◽  
Retail Service ◽  
Retail Service Quality

<p><em>The growing number of modern grocery stores in Indonesia is a challenge for each grocery store to maintain and increase their number of consumers. The success of maintaining and improving service quality will affect long-term profitability and business sustainability. Therefore, in this study, we examined consumer perceptions of service quality in one of modern grocery stores in Indonesia. Data were collected from 387 consumers of grocery stores in Jakarta, Bogor, Depok, Bekasi, Cibubur, and Subang. Structural Equation Modeling (SEM) through Maximum likelihood and Bayesian estimation was employed to analyze the data. The finding indicated that the five indicators of the retail service quality scale consisting of physical aspects, reliability, personal interactions, problem solving and policies provided  valid multi-item instruments in measuring consumer perceptions of service quality in grocery stores.</em></p>

scholarly journals THE EFFECT OF SERVICE QUALITY ON ATHLETE SATISFACTION: AN EMPIRICAL RESULTS FROM SPORTS FACILITIES OF PUBLIC ORGANIZATIONS

2020 ◽  
Vol 5 (3) ◽  
Author(s):  
İlker Günel ◽  
Mehdi Duyan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Hierarchical Regression ◽  
Satisfaction Scale ◽  
Quality Scale ◽  
Athlete Satisfaction ◽  
Random Method

<p>This study was carried out to examine the effect of service quality on the satisfaction of athletes. quantitative research patterns the simple random method was used in the study, the sample size consisted of 769 athletes trained in the Provincial Directorates of Youth and Sports and Municipalities in Antalya, Isparta, and Burdur. The Q-Sport-14 scale and customer satisfaction scale were used as data collection tools. Exploratory factor analysis was performed for validity to the scales and the internal consistency coefficient was calculated for reliability. The data were analyzed to measure impact by hierarchical regression, ANCOVA, and structural equation modeling. Athletes got (X ̅ =61.64) points from the service quality scale. They got (X ̅ =13.19) points from the satisfaction scale. As a result of the analyzes based on averages, it was observed that the effect of service quality on customer satisfaction is significant and the satisfaction level of athletes and their perceptions of service quality was high.</p><p> </p><p><strong>JEL: </strong>L80; L83</p>

scholarly journals Model Pelayanan Pelanggan pada Toko Eceran Tradisional

2015 ◽  
Vol 10 (2) ◽  
pp. 194-210
Author(s):  
Panca Wiputra ◽  
Ujang Sumarwan ◽  
Hari Wijayanto
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Strategic Decision ◽  
Equation Modeling ◽  
Satisfaction Index ◽  
Quality Scale ◽  
Retail Business ◽  
Retail Service ◽  
Retail Company ◽  
Retail Service Quality

Retail Business is growing that makes traditional retail company must compete with modern retail company. It is needed for traditional company to maintain service quality to achieve satisfaction and loyalty. Sinar Fajar is one who keeps traditional retail by delivering goods to smaller retailer company. This research is aim to gives traditional retail company a broad view about which variable that gives impacts for customers satisfaction and the strategy to implicate the result of research.  Service Quality is measured by Retail Service Quality Scale (RSQS) method which is specific to measure service performance in retail industry worldwide. Data was collected from 176 respondent that participate by filling self administered questionnaire after they shop from Sinar Fajar. Research was conducted in January-March 2014 and analyzed with Customers Satisfaction Index (CSI), Structural Equation Modeling (SEM), and Importance Performance Analysis (IPA) Method to advice the company that which variable shows impacts for customers satisfaction. The result is 71.45% Customer is satisfied by the performance of Sinar Fajar, IPA has identified groups of variable to make strategic decision to allocating resources. Variable Dimension that influence most is policy and the least is Personal Interaction. Customers who are satisfied will become loyal so they will recommend Sinar Fajar to other Customers

scholarly journals The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

2020 ◽  
Author(s):  
Mirza Mohammad Didarul Alam
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Generation Y ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Physical Aspect ◽  
Gen Y ◽  
Retail Service ◽  
Retail Service Quality

Today, retailers have been struggling to retain their existing customers in the face of severe competition in their business operations. By expanding the service quality, retailers will be able to stand out among the other businesses and create the opportunity to strengthen customer loyalty, particularly within the younger generation. The aim of this study is to propose and empirically investigate the mechanism of increasing customer loyalty of Generation Y (Gen Y) toward superstores by means of enhancing service quality practices. Based on a structured questionnaire, data was collected from 252 Gen Y consumers who have visited four leading superstores in Bangladesh. The data was analyzed through SEMPLS3.0 to test the validity of the measures, and used to examine the hypothesized relationships by employing structural equation modeling. The findings show that the Retail Service Quality Scale (RSQS) is a reliable and valid instrument for assessing service quality in the retail sector of Bangladesh. The structural model indicates that the customer loyalty of Gen Y toward superstores is positively influenced by retail service quality dimensions such as policy, reliability, personal interaction, physical aspect, and problem solving, in the order of influencing strength. This paper provides the research implications and avenue for future research.    

scholarly journals Pengaruh Pengelolaan Kualitas Layanan Melalui Program Pertamina Way terhadap Kepuasan Konsumen dan Dampaknya pada Citra SPBU Pertamina (Studi pada SPBU Pasti Pas di Surabaya)

2018 ◽  
Vol 2 (2) ◽  
pp. 107
Author(s):  
SRI SETYO IRIANI ◽  
PUGUH YULIANTO
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Brand Image ◽  
Value Added ◽  
Equation Modeling ◽  
Retail Service ◽  
Service Quality Management ◽  
Quota Sampling

Since 2007, BBM industry retail in Indonesia has been entered free trade. This make Pertamina do service quality management to entire SPBU Pertamina through Pertamina Way Program. Pertamina way is five standard operational elements which have to be reached by every SPBU Pertamina for consumers. Five elements its self consisted of: 1) Well trained and motivated staff, 2) quality and quantity assurance, 3) well-maintained equipment and facility, 4) consistent  physical format, 5) as well as product offerings and value-added services. Service quality in this study is measured by dimensions of retail service quality according to Dabholkar, et al (1996) is consisted of: physical aspects, reliability, personal interaction, problem solving, and policy. This research purpose are: 1) to determine consumer perceptions of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) to determine the influence of service quality management through Pertamina Way program to consumer satisfaction SPBU Pertamina with Pasti Pas logo in Surabaya, 3) to determine whether consumer satisfaction will have an impact on the brand image of SPBU Pertamina in Surabaya, 4) to determine the influence of service quality management through Pertamina Way programs is influenced to the brand image of SPBU Pertamina in Surabaya. The sample in this study is the consumer of 48 SPBU Pertamina Pasti Pas logo in Surabaya is consisted of 200 respondents. Sample decision techniques used non probability sampling with accidental sampling method and quota sampling. Data analysis technique used Structural Equation Modeling (SEM) by software AMOS 16.0 and SPSS 16.0. From the results of the analysis note that: 1) consumer have a positive perception of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) service quality management is influenced significantly to consumer satisfaction of SPBU Pertamina with Pasti Pas logo in Surabaya, 3) customer satisfaction does not affect significantly to the image of SPBU Pertamina in Surabaya, 4) service quality management is influenced significantly to the image of SPBU Pertamina in Surabaya.

scholarly journals The Effect of Destination Image, Service Quality, and Marketing Mix on Tourist Satisfaction and Revisiting Decisions at Tourism Objects

2020 ◽  
Vol 7 (8) ◽  
pp. 727
Author(s):  
Andi Irfan ◽  
Mahfudnurnajamuddin Mahfudnurnajamuddin ◽  
Sabri Hasan ◽  
Mapparenta Mapparenta
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Total Sample ◽  
Marketing Mix ◽  
Destination Image ◽  
Equation Modeling ◽  
Research Approach ◽  
Tourist Attractions ◽  
Tourist Satisfaction ◽  
South Sulawesi

This study aims to analyze and examine the effect of destination image, service quality, and marketing mix on tourist satisfaction and its impact on revisiting tourist attractions in Bone Regency, South Sulawesi Province. The research approach used in this research is explanatory, with an associative research method. Respondents sampled visited tourist objects and made repeat visits more than two times, with a total sample of 394 people at six tourist destinations in Bone Regency. Questionnaires were distributed to respondents following the established criteria. Hypothesis testing in this study was carried out using structural equation modeling (SEM) techniques using the AMOS 24 application, and a Sobel test was carried out on the indirect effect testing. The results prove that, of the ten hypotheses, one hypothesis is rejected, where the marketing mix was found to have no significant effect on the decision to revisit tourists. The other hypothesis is accepted, that destination image, service quality, and marketing mix have a positive and significant effect on tourist satisfaction. The destination image and service quality also have a positive and significant impact on revisiting tourist objects in Bone Regency, South Sulawesi Province. In the indirect test, it is proven that the destination image, service quality, and marketing mix indirectly have a positive and significant effect on the decision to revisit tourist objects in Bone Regency, South Sulawesi Province, which is mediated by tourist satisfaction.

Measuring electronic service quality in India using E-S-QUAL

2018 ◽  
Vol 35 (2) ◽  
pp. 430-445 ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Field Research ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Multivariate Techniques ◽  
Content Type ◽  
Four Dimensions ◽  
Electronic Service

Purpose The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy of the instrument is also examined for two sub-groups of users based on frequency of usage. Design/methodology/approach Field research was conducted with a modified version of the instrument. The data collected were analyzed using multivariate techniques. Findings The study confirms the validity of the four dimensions (efficiency, fulfillment, system availability, and privacy) of E-S-QUAL instrument. All four dimensions were found to be significant predictors of perceived value. Efficiency and fulfillment were significant predictors of overall perceived quality. Perceived value had a positive and significant relationship with loyalty. The two relationships were further examined for two sub-groups of web users based on the frequency of usage. For heavy users of websites, all four dimensions were significant predictors of perceived value. For predicting perceived value in respect of light users of website, efficiency, fulfillment, and privacy were important determinants. The relationships among latent constructs were checked using structural equation modeling and the model was found to be acceptable. The result showed that electronic service quality affected perceived value, which, in turn, affected loyalty toward a website. Originality/value This paper makes an attempt to replicate the four dimensions structure of E-S-QUAL instrument on online shopping sites in India thus enhancing its external generalizability. Additionally, the paper investigates the association of the four aforesaid dimensions with perceived value and overall perceived quality for two sub-groups of users: frequent and non-frequent. The cornerstone of this particular study is to examine the frequency of usage as deterministic parameter for perceived value and overall perceived quality.

Measuring quality variations in e-service

2017 ◽  
Vol 27 (2) ◽  
pp. 427-452 ◽  
Author(s):  
Yen-Chun Chen ◽  
Yung-Cheng Shen ◽  
Crystal Tzu-Ying Lee ◽  
Fu-Kai Yu
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Factor Model ◽  
Reliability And Validity ◽  
Equation Modeling ◽  
Measurement Tool ◽  
Information Quantity ◽  
Content Type ◽  
Qualitative And Quantitative Methods

Purpose The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.” Design/methodology/approach Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale. A multidimensional hierarchical factor structure of e-SERVAR is proposed, along with a set of preliminary items derived from literature and the qualitative study. Furthermore, the Yahoo website in Taiwan was chosen to be the target e-service website for data collection to develop the e-SERVAR scale. A series of statistical methods (i.e. item-to-total correlations, exploratory factor analyses, CFAs and structural equation modeling) were adopted to verify construct reliability and validity as well as nomological validity of the scale. Findings A 41-item e-SERVAR scale based on the structure of a hierarchical factor model was developed that contains three primary dimensions (i.e. information, system and fulfillment) and nine subdimensions (information accuracy, information quantity, information timeliness, information usefulness, system reliability, system security, merchandise quality, merchandise delivery timeliness and merchandise security). Practical implications The results of this study help managers identify sources of quality variability and design efficacious strategies to reduce such variability in order to improve the overall e-service quality. Originality/value Prior research of e-service quality has paid less attention to the role of e-service quality variability. Discussion of e-service quality variability was mainly conceptual in nature. This research presents the e-SERVAR scale as a measurement tool that provides a new avenue for researchers to study how to improve e-service quality by measuring service variability.

scholarly journals A Discriminant Analysis Of High End And Budget Stores In Apparel Retail In India Using Retail Service Quality Scale Model

2021 ◽  
Vol 12 (4) ◽  
pp. 929-937
Author(s):  
Dr. Gayathri Band, Et. al.
Keyword(s):  
Discriminant Analysis ◽  
Service Quality ◽  
Consumer Perception ◽  
Scale Model ◽  
Retail Stores ◽  
Quality Factors ◽  
Personal Interaction ◽  
Quality Scale ◽  
Retail Service ◽  
Retail Service Quality

Service Quality is a blend of two words, Service and Quality where we discover accentuation on the accessibility of value services to definitive users. RSQS scale has been used for identifying the discriminant service quality factors differentiating the consumer perception of high end apparel retail stores and budget apparel retail stores. All out 600 surveys were circulated, 300 for high end and 300 for budget apparel retail stores and that we got 548 complete surveys of which 258 were from consumers of high end apparel retail stores and 290 were from consumers of budget apparel retail stores which were utilized for examination. The high end stores included in the study include H&M, Veromoda, ONLY and Westside and budget stores included in the study include Trends, Max, FBB and Pantaloons. The discriminate function revealed a significant association between groups and all predictors, accounting for 64.5% of between group variability, the structure matrix revealed three significant predictors, namely Reliability, Physical Aspects and Policy with problem solving and personal interaction as poor predictors. The cross validated classification showed that overall 76% were correctly classified.

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