Developing a service quality scale in context of organized grocery retail of India

Abstract

Purpose The purpose of this paper is to check the reliability and validity of a well-acknowledged scale developed by Pratibha A. Dabholkar (1996) in the context of Indian organized grocery retail and also to identify new aspects of service quality with respect to grocery retail from literature that have not been taken into account in earlier studies and to finally develop a new scale to measure service quality of organized retail grocery stores with consultation from several experts. Design/methodology/approach In order to achieve the objectives of the research, both descriptive and exploratory research designs have been employed such that a survey of 800 respondents was undertaken as part of descriptive research whereas exploratory research was conducted to add new dimensions to the existing service quality measurement model so as to develop a new comprehensive scale. Findings The results of the study suggest that all the five dimensions of Dabholkar’s model are not suitable to measure service quality in Indian organized grocery retail stores. Therefore, a new instrument with total four dimensions has been developed. Practical implications The study is of great importance for the retailers as it offers a more comprehensive and specific scale to measure service quality of organized grocery retail stores. Originality/value This research supports and makes contribution to the previous research on development of service quality measurement scales in Indian context.

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

“…The conceptualization of service quality varies between scholars, however the alternative approaches of such conceptualization has been clustered in two basic categories namely, expectancy disconfirmation paradigm and performance only measure (Li, Yu, Pei, Zhao, & Tian, 2017). Under the disconfirmation paradigm, scholars further classified service quality into two different schools of thought: Nordic or European model and American model (Jain & Aggarwal, 2018). The Nordic model was introduced by Gronroos (1984), and viewed service quality in terms of technical quality (also known as outcome quality) and functional quality (also known as process quality) (Kasiri, Cheng, Sambasivan, & Sidin, 2017).…”

“…There has been a paradigm shift with regards to the shopping behavior of customers, as they have started to frequently visit organized retail stores, such as superstores, rather than "mom and pop stores" (Jain & Aggarwal, 2018). Around the world, customers have become more informed, conscious, and sophisticated due to the increase in disposable income, better expectancy to lead a standard life, greater participation of women in the workforce, rapid urbanization, and the rise of younger cohorts within the population (Shamsher, 2016).…”

“…Hence, facing situations whereby the scope for differentiation has become limited for retailers, it is therefore paramount that they provide excellent service quality to build and expand their loyal customer base. (Jain & Aggarwal, 2018).…”

Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

“…In addition, majority studies who did on the retail sectors focusing on the retail service quality scale (RSQS) (Asare, Xu Ming, 2016;Jain & Aggarwal, 2018). However, there are also some arguments that SERVQUAL also applicable to test on the retail sectors (Bat-Ochir, Bold, Sodnom-Ochir, Sodnom-Ochir, & Munkhbat, 2018;Hisham, Sanyal, & Ahmad, 2016;Selvabaskar & Shanmuga Priya, 2015).…”

¿escalas Estandarizadas O Específicas? Opciones Epistemológicas en Calidad Del Servicio

“…Han opinado por la utilización de escalas de razón a las que capturaba información más confiable y presentaba resultados estadísticos más robustos YUN, 2003). Asubonteng, McCleary y Swan (1996) RENTZ, 1996;BAHIA;NANTEL, 2000;YANG;JUN;PETERSON, 2004;ABDULLAH, 2006;AGGARWAL, 2018). Dabholkar, Thorpe y Rentz (1996) fueron uno de los primeros en recorrer ese sendero, tomando como base el ambiente al por menor americano.…”