Evaluation of Malaysian Retail Service Quality

Abstract

In retailing different requirement of service quality in product or services environment required. Some of the retail stores have lack on service quality whereas the salesperson is not well trained, unknowledgeable and rude. This study aims to evaluate the retail service quality from a supermarket in Kuching, Malaysia and sets out to determine what influence customers to shop. This research looks at the five dimensions of retail service quality: the physical aspect, reliability, personal interaction, problem solving and policy. A survey of 200 respondents was conducted and reliability test is measured to represent the dimensions whereas regression test and Pearson correlation is used to answer the research questions and testing the hypotheses. The overall finding confirms the importance of quality service, the need to upgrade services to remain competitive, and consideration by government on modernization of retail outlets using the credit card will bring burden to the consumers as against the benefits. In addition, implications of this study as well as directions for future research are discussed.

The Influence of Service Quality on Customer Loyalty Intentions: A Study in the Vietnam Retail Sector

“…As expected, twenty-eight items loaded on five factors (eigenvalues > 1.0, all cross-loadings < 0.3), namely personal interactions (9 items), store policy (5 items), physical aspects (6 items), reliability (5 items) and problem solving (3 items). This structure perfectly matches the five dimensions of the RSQS, which is developed by Dabholkar et al (1996) and tested in a study of Ibrahim et al (2013).…”

“…For example, an examination of Malaysian supermarket customers supports five factors of the scale (Ibrahim et al, 2013). Other studies have adapted and extended the RSQS in different contexts.…”

Measuring Grocery Stores Service Quality in Indonesia: A Retail Service Quality Scale Approach

“…The findings indicated that personal interaction and trustworthiness was the most influential service quality indicator. Moreover, (Vazquez et al, 2001); (Ahmad, Ihtiyar, & Omar, 2014); (Ibrahim et al, 2013) also analyzed service quality by using the same indicators. According to the prior studies, the indicators of the retail service quality scale were more extensive in capturing service quality in retailing stores compared to SERVQUAL indicators used in companies that offer services in general (Vazquez et al, 2001).…”