Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.11861/4625
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dc.contributor.authorDr. CHEUNG Fung Yi, Millissaen_US
dc.contributor.authorTo, W. M.en_US
dc.contributor.authorTam, Joyce F. Y.en_US
dc.date.accessioned2017-11-13T09:02:16Z-
dc.date.available2017-11-13T09:02:16Z-
dc.date.issued2013-
dc.identifier.citationService Business, Mar 2013, vol. 7(1), pp. 121-142.en_US
dc.identifier.issn1862-8516-
dc.identifier.urihttp://hdl.handle.net/20.500.11861/4625-
dc.description.abstractThe 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.en_US
dc.language.isoenen_US
dc.publisherHeidelberg, Netherland: Springer Science & Business Mediaen_US
dc.relation.ispartofService Businessen_US
dc.titleExplore how Chinese consumers evaluate retail service quality and satifactionen_US
dc.typePeer Reviewed Journal Articleen_US
dc.identifier.doi10.1007/s11628-012-0149-7-
item.fulltextNo Fulltext-
Appears in Collections:Business Administration - Publication
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