手法を比較

	小売サービス品質尺度	SERVQUAL サービス品質尺度
分野	マーケティング・マネジメント	マーケティング・マネジメント
系統	Process / pipeline	Process / pipeline
提唱年	1996	1988
提唱者	Pratibha A. Dabholkar, Dayle I. Thorpe, Joseph O. Rentz	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
種類	Multi-dimensional retail store service quality scale	Multi-dimensional service quality scale
原典	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.	Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
別名	Retail Service Quality, In-Store Service Quality Scale	Service Quality Instrument, Gap Model
関連	4	4
概要	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.	SERVQUAL is a 22-item, multi-dimensional scale developed by Parasuraman, Zeithaml, and Berry in 1988 to measure consumer perceptions of service quality. It captures the gap between customer expectations and actual service performance across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The instrument has become the most widely used tool for service quality assessment in marketing research and practice.