Abstract:In this present work, Retail Service Quality Scale (RSQS) developed by Dabholkar et. al. (1996) has been used to measure service quality. For the purpose of examining the dimensionality of the scales a confirmatory factor analysis (CFA) was performed using AMOS 20. A four factor model was derived after the analysis. High correlations among these four factors led to the inclusion of the second order service quality construct. For measuring satisfaction scale items were adapted from Khan et. al. (2016). By using… Show more
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