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| Skala Kualitas Layanan Ritel× | Indeks Kepuasan Pelanggan Amerika (ACSI)× | |
|---|---|---|
| Bidang | Manajemen Pemasaran | Manajemen Pemasaran |
| Keluarga | Process / pipeline | Process / pipeline |
| Tahun asal | 1996 | 1996 |
| Pencetus≠ | Pratibha A. Dabholkar, Dayle I. Thorpe, Joseph O. Rentz | Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant |
| Tipe≠ | Multi-dimensional retail store service quality scale | Structural equation model for satisfaction and loyalty |
| Sumber perintis≠ | Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science, 24(1), 3-16. DOI ↗ | Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18. DOI ↗ |
| Alias | Retail Service Quality, In-Store Service Quality Scale | ACSI, National Customer Satisfaction Index |
| Terkait | 4 | 4 |
| Ringkasan≠ | The Retail Service Quality Scale (RetSQ) is a 17-item instrument developed by Dabholkar, Thorpe, and Rentz (1996) to measure customer perceptions of service quality in retail store environments. Adapted from SERVQUAL but customized for the unique context of in-store shopping, RetSQ measures five dimensions: Physical Aspects (store appearance, cleanliness, merchandise display), Reliability (accurate pricing, reliable operations), Personal Interaction (staff helpfulness, courtesy), Problem Solving (handling complaints, responding to customer needs), and Policies (convenience, fairness of return policies). The scale captures both the tangible environment and interpersonal service elements critical to retail success. | The American Customer Satisfaction Index (ACSI), developed by Fornell and colleagues in 1996, is a structural equation modeling-based approach to measuring and predicting customer satisfaction across industries and over time. ACSI assesses customer expectations, perceived value, perceived quality, complaints, and loyalty in a unified framework. Since 1994, ACSI data has been collected quarterly on thousands of customers across diverse U.S. industries, making it a key economic indicator and benchmark for organizational performance. |
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