A measure of service quality for retail stores: Scale development and validation

  • Pratibha A. Dabholkar
  • Dayle I. Thorpe
  • Joseph O. Rentz


Current measures of service quality do not adequately capture customers’ perceptions of service quality for retail stores (i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory factor analysis based on the partial disaggregation technique and cross-validation using a second sample support the validity of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners, as well as for future research, are discussed.


Service Quality Retail Store Service Recovery High Order Factor American Market Association 
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Copyright information

© Academy of Marketing Science 1996

Authors and Affiliations

  • Pratibha A. Dabholkar
    • 1
  • Dayle I. Thorpe
    • 1
  • Joseph O. Rentz
    • 1
  1. 1.the University of TennesseeKnoxville

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