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01.03.2013 | Empirical Article

Explore how Chinese consumers evaluate retail service quality and satisfaction

verfasst von: W. M. To, Joyce F. Y. Tam, Millissa F. Y. Cheung

Erschienen in: Service Business | Ausgabe 1/2013

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Abstract

The present study explores how Chinese consumers evaluate retail service quality and satisfaction. A questionnaire including items from SERVQUAL and RSQS was developed and administrated to a random sample of 556 Chinese consumers based on a literature review of retail service quality. The results of confirmatory factor analyses showed that neither SERVQUAL nor RSQS was able to fit the collected data appropriately. Employing exploratory and confirmatory factor analyses, a four-factor higher-order retail service quality model, ReServQual, in which interaction and trustworthiness, store environment, understanding the consumers, and policy were key dimensions, was identified. The current study contributes to the literature on service business research by reexamining and extending the existing service quality models in the Chinese context. Global and regional retailers should realize that consumers’ perceptions are country specific.

Vorheriger Artikel Investigation of the relationship between service values and loyalty behaviors under high commitment

Nächster Artikel Comparative analysis of innovative diffusion in the high-tech markets of Japan and South Korea: a use–diffusion model approach

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Titel: Explore how Chinese consumers evaluate retail service quality and satisfaction
verfasst von: W. M. To
Joyce F. Y. Tam
Millissa F. Y. Cheung
Publikationsdatum: 01.03.2013
Verlag: Springer-Verlag
Erschienen in: Service Business / Ausgabe 1/2013
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-012-0149-7

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