Exploring service quality of the department stores: a study from India
by Nirmalya Bandyopadhyay
International Journal of Indian Culture and Business Management (IJICBM), Vol. 13, No. 1, 2016

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.

Online publication date: Thu, 07-Jul-2016

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