Retail service quality in small retail sector: the Indian experience

Khare, Arpita

doi:10.1108/02632771311307089

Cited by 25 publications

(25 citation statements)

References 42 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…There were only three factors extracted as shown in appendix . In Khare (2013) research that study about retail service quality in Indian small retail cannot extracted retail service quality construct in five dimensions too. The Factor Analysis revealed that retail service quality was not valid in Thai kiosk.…”

Section: Resultsmentioning

confidence: 99%

The Effect of Kiosks Service Quality and Kiosk Product Quality on Customer Satisfaction

Saeheng¹,

Kemperman²,

Borgers³

2014

Proceedings of the 21st Annual European Real Estate Society Conference

View full text Add to dashboard Cite

Kiosk is a small retail that locates in high traffic space. The study adopted well-known theory of retail service quality and product quality to examine the impacts of the kiosk service quality dimension (that is, personal Interaction, policy, physical aspects, reliability and problem solving) and the kiosk product quality dimension (including features, aesthetics and customer-perceived quality) on customer satisfaction. The questionnaire was developed from previous studies. All scale items were measured via a five point Likert scale, ranging from 1 (highly disagree) to 5 (highly agree.). It focuses on the kiosks in shopping centers that have no chain, obscurity and must not sell food, cosmetics and supplementary food. A survey was conducted with the samples that have experience in shopping with kiosk. Data were collected through the online questionnaire. The total of 216 respondents participated. An Exploratory Factor Analysis was performed and the results from the regression analysis showed kiosk product quality has more impact with customer shopping satisfaction than kiosk service quality. And four dimensions, namely customer-perceived quality, policy, product aesthetics and problem solving had direct relationship with customer satisfaction. Findings provide practical information to mall managers by understanding that what kiosk's characteristics positively affect shopper satisfaction. Thus, mall managers need to pay more attention to these dimensions for choosing kiosk in the shopping centers to meet shopper satisfaction. In addition, kiosk owners can apply this study to improve their performance for surviving in shopping centers. And this helps shopping center to reduce the cost of finding new kiosks.

show abstract

Section: Resultsmentioning

confidence: 99%

The Effect of Kiosks Service Quality and Kiosk Product Quality on Customer Satisfaction

Saeheng¹,

Kemperman²,

Borgers³

2014

Proceedings of the 21st Annual European Real Estate Society Conference

View full text Add to dashboard Cite

show abstract

“…The consumers of retailer comprise ambience, layout and service relationships dimensions (Khare 2013). The customer involvement, customer placement and physical artifacts are the most important for customer's service experience (Pareigis, Edvardsson, and Enquist 2011).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The service experience is multi-dimensional phenomenon, which includes social, cognitive, affective and physical experience (Pareigis, Edvardsson, and Enquist 2011;Khare 2013;Resnick, Foster, and Woodall 2014). The service experience affects the key performance indicators as customer loyalty and satisfactions (Migdadi 2013;Migdadi 2015;Bustamante et al 2017;Min et al 2017;Alkhatib and Migdadi 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

“…This concept is a dynamic, experiential and relational activities and interaction rather than dyadic, designed and produced by the firm for customer (McColl-Kennedy, Cheung, and Ferrier 2015;Lipkin and Lipkin 2016). The service experience is a multi-dimensional phenomenon, which includes; social, cognitive, affective and physical experience (Pareigis, Edvardsson, and Enquist 2011;Khare 2013;Resnick, Foster, and Woodall 2014). The service experience affects key performance indicators as customers' loyalty and satisfaction (Bustamante et al 2017;Min et al 2017).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The impact of grocery retail superstores location on the customer’s perceived quality of servicescape in Jordan

Migdadi

Abdel-Rahman

2020

Quality Management Journal

View full text Add to dashboard Cite

The aim of this study was to examine the impact of customers' perceived location quality of retail stores on the perceived quality of the servicescape. Therefore, this study examined to what extent the customers shopping at more convenient, accessible, visible and attractive location; are shopping also at more convenient store environment in term of visual, olfactory, and auditory cues. Three retail superstores were surveyed in Amman the capital of Jordan. These retail superstores were: Carrefour, Safeway, and C-Town. A questionnaire was designed to collect the data from customers of these retail stores. A sample of 1055 customers was surveyed. Multiple linear regression analysis was used to analyze the relationship between the location factors and the servicescape factors. This study revealed that the impact of retail stores location dimensions on perceived servicescape quality was moderate to low in two cases, and low in one case. This indicates that locating store's branches in high access, visible, and attractive location have low to moderate servicescape quality. In addition, retail stores that exist in good locations have better visual cues than auditory and olfactory cues. This result was the same for the three retail stores. The theoretical stance of retail stores location and servicescape quality is too fragmented. The majority of previous studies have focused on reporting the location or servicescape as a separated construct. Very limited studies have investigated this issue in service sector in general and retailing in particular. ARTICLE HISTORY

show abstract

“…Contudo, corroborando a importância do relacionamento com o cliente na experiência de compra do consumidor, evidenciada por Eroglu e Machleit (1989), Carpenter e Moore (2006) e Khare (2013), a razão atendimento levantada na pesquisa transcende a ideia inicial de consecução de uma atividade utilitária por estar associada a características preponderantemente hedônicas. Observou-se que há não somente um tratamento diferenciado para cada cliente, mas um laço de amizade presente na relação cliente-empresa; tais constatações também foram confidenciadas pelos próprios clientes ao se aplicar os questionários.…”

Section: Tabela 2 -Variância Total Explicadaunclassified