Title: Retail service quality scale validation in Pakistani super and hyper stores' context

Authors: Umer Mukhtar; Suleman Anwar; Umaid A. Sheikh

Addresses: Faculty of Management Science, GIFT University, Pakistan ' Faculty of Management Science, GIFT University, Pakistan ' University of Central Punjab, Lahore, Pakistan

Abstract: The purpose of this study is to test the retail service quality model, reliability, validity and generalisability of retail service quality scale (RSQS) in retail hyper and supermarkets of Pakistan, developed by Dabholkar. Two well-known retail stores categorised as hyper and super market stores are selected for this study. Purposive sampling method was used and 250 useful responses were collected from both stores in the region of Lahore, Pakistan. The model and instrument is also appropriate in Pakistan for measurement and make use of other than the USA and developed countries. Retail business managers can assess the current state of retail service quality and can do management decisions to improve the performance in each dimension of model. This study contributes towards the limited studies carried out on model and instrument validity in Pakistan. This study is contributing by fulfilling the need of instrument validation, as it is a critical incremental progression to ensure the valid scientific knowledge generation.

Keywords: retail service quality; super stores; validity of RSQS; customer service quality; retailing; hyper stores; service experience; retail sector Pakistan; reliability; customer interaction; tangibles.

DOI: 10.1504/IJBFMI.2018.095133

International Journal of Business Forecasting and Marketing Intelligence, 2018 Vol.4 No.4, pp.369 - 385

Received: 07 Sep 2017
Accepted: 08 Jan 2018
Published online: 01 Oct 2018 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article