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

Authors: Nirmalya Bandyopadhyay

Addresses: Indian Institute of Management, Rohtak, Maharshi Dayanand University Campus, Delhi Road, Rohtak, Haryana 124001, India

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.

DOI: 10.1504/IJICBM.2016.077633

International Journal of Indian Culture and Business Management, 2016 Vol.13 No.1, pp.20 - 34

Received: 21 Mar 2015
Accepted: 06 Jun 2015

Published online: 07 Jul 2016 *

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