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Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India

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  • Kaul Subhashini

Abstract

Service quality measures developed internationally are often accepted as adequate in India. This study evaluates the Retail Service Quality Scale (RSQS) developed in the U.S. and considered valid across a variety of formats and cultural contexts. Confirmatory factor analysis of the component structures using AMOS 4.0 indicates the RSQS dimensions are not valid in India. This lowers the diagnostic ability of the scale for identifying areas requiring strategic focus. This study argues for further research and extensive scale adaptation before scales developed in other countries such as the RSQS are applied in the Indian context.

Suggested Citation

  • Kaul Subhashini, 2005. "Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India," IIMA Working Papers WP2005-10-02, Indian Institute of Management Ahmedabad, Research and Publication Department.
    • Handle: RePEc:iim:iimawp:wp01909
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    File URL: https://www.iima.ac.in/sites/default/files/rnpfiles/2005-10-02skaul.pdf
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    Cited by:

    1. Arif Hasan, 2017. "Examining Applicability of RSQS with Added Dimensions for Organized Apparel Retailers in India," Paradigm, , vol. 21(1), pages 52-74, June.
    2. Ekta Duggal & Harsh V. Verma, 2016. "Deconstructing Retail Service Quality in India," Paradigm, , vol. 20(2), pages 143-158, December.

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