Title: Diagnosing service quality in retailing: the case of Singapore

Authors: Srinivas Durvasula, Steven Lysonski

Addresses: Department of Marketing, College of Business, Marquette University, Milwaukee, WI, 53233, USA. ' Department of Marketing, College of Business, Marquette University, Milwaukee, WI, 53233, USA

Abstract: This paper examines the service quality perceptions of consumers towards retailers in Singapore. We applied SERVQUAL, a popular measure of service quality to a sample of 172 consumers to assess service quality perceptions, expectations and gaps in service quality. We first examined the dimensionality and reliability of this scale. Subsequently, analysis by various demographic groups revealed significant gaps in service quality; the gaps in quality were much higher for some service quality dimensions than for others. The implications of these results for Singapore retailers and retail entrepreneurs are then presented along with future research directions.

Keywords: retailing; SERVQUAL; service quality; Singapore; consumer perceptions; retailers; retail entrepreneurs.

DOI: 10.1504/JIBED.2010.035196

Journal for International Business and Entrepreneurship Development, 2010 Vol.5 No.1, pp.1 - 17

Published online: 14 Sep 2010 *

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