Exploring service quality of the department stores: a study from India

Nirmalya Bandyopadhyay

International Journal of Indian Culture and Business Management, 2016, vol. 13, issue 1, 20-34

Abstract: The purpose of this study is to empirically explore retail service quality of the department stores in the Indian context. A measure is developed by modifying the RSQS scale as available in the literature to measure retail service quality. Data were collected from four competing department stores so as to assess retail service quality. Statistical analysis revealed a three-factor construct structure. The validity and reliability of the measure are assessed empirically. The study has managerial implications in strategic decision-making.

Keywords: service quality; customer satisfaction; retail services; department stores; modelling; India; strategic decision making. (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijicbm:v:13:y:2016:i:1:p:20-34

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