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| Skala Kualitas Layanan Ritel× | Skala SERVPERF× | |
|---|---|---|
| Bidang | Manajemen Pemasaran | Manajemen Pemasaran |
| Keluarga | Process / pipeline | Process / pipeline |
| Tahun asal≠ | 1996 | 1992 |
| Pencetus≠ | Pratibha A. Dabholkar, Dayle I. Thorpe, Joseph O. Rentz | Joseph J. Cronin Jr., Steven A. Taylor |
| Tipe≠ | Multi-dimensional retail store service quality scale | Performance-only service quality scale |
| 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 ↗ | Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68. DOI ↗ |
| Alias | Retail Service Quality, In-Store Service Quality Scale | Perception-Only Service Quality Scale, SERVPERF-Performance Model |
| 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. | SERVPERF, developed by Cronin and Taylor in 1992, is a streamlined service quality measurement instrument that evaluates perceived service performance only, without the expectation component. Using 22 items identical in content to SERVQUAL but applied to perception alone, SERVPERF reduces survey burden while maintaining dimensional coverage of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Empirical evidence suggests SERVPERF performs equally well or better than SERVQUAL in explaining overall satisfaction. |
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