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Exploring Opportunities to Improve Retail Store Quality Using RSQS

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Exploring Services Science (IESS 2015)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 201))

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Abstract

This paper presents an application of the importance-performance analysis (IPA) to identify opportunities for improving service quality in retail contexts. This work builds previous quality scales prevalent in service management literature. Data was collected for customers’ quality expectations and perceptions across two different retail store formats in Portugal: supermarkets and hypermarkets. The results of the study suggested that managerial decisions regarding service in stores should be adjusted to the characteristics of each retail format. Data analysis supported the existence of differences in the IPA, between supermarkets and hypermarkets, notably for quality dimensions related to reliability and personal interaction.

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Author information

Authors and Affiliations

  1. Department of Economics Management and Industrial Engineering, University of Aveiro, Campus Universitário de Santiago, Aveiro, Portugal

    Marlene Amorim & Fatemeh Bashashi Saghezchi

Authors
  1. Marlene Amorim
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  2. Fatemeh Bashashi Saghezchi
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Corresponding author

Correspondence to Marlene Amorim .

Editor information

Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  2. Politehnica University of Bucharest, Bucharest, Romania

    Monica Drăgoicea

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Amorim, M., Saghezchi, F.B. (2015). Exploring Opportunities to Improve Retail Store Quality Using RSQS. In: Nóvoa, H., Drăgoicea, M. (eds) Exploring Services Science. IESS 2015. Lecture Notes in Business Information Processing, vol 201. Springer, Cham. https://doi.org/10.1007/978-3-319-14980-6_27

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  • DOI: https://doi.org/10.1007/978-3-319-14980-6_27

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-14979-0

  • Online ISBN: 978-3-319-14980-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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