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| Skala Kualiti Perkhidmatan Runcit× | Skala Kualiti Perkhidmatan SERVQUAL× | |
|---|---|---|
| Bidang | Pengurusan Pemasaran | Pengurusan Pemasaran |
| Keluarga | Process / pipeline | Process / pipeline |
| Tahun asal≠ | 1996 | 1988 |
| Pengasas≠ | Pratibha A. Dabholkar, Dayle I. Thorpe, Joseph O. Rentz | A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry |
| Jenis≠ | Multi-dimensional retail store service quality scale | Multi-dimensional 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 ↗ | 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. link ↗ |
| Alias | Retail Service Quality, In-Store Service Quality Scale | Service Quality Instrument, Gap Model |
| Berkaitan | 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. | 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. |
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