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Service quality

Pornpitakpan&Hui Han (2013)suggested by This study investigates the effect of culture and
salespersons retail service quality on impulse buying and provides evidence that service
quality moderates the effect of culture on impulse buying. The experiment uses a 2 (culture of
participants: Singaporean versus American) by 2 (retail service quality: poor versus good)
between-subjects factorial design with 102 Singaporean and 88 American working adults
recruited from companies in Singapore. It finds that for both cultures, good service leads to
higher impulse buying than does poor service. The significant interaction between culture and
service quality on impulse buying indicates that when service is good, Singaporeans show
higher impulse buying than do Americans. In contrast, when service is poor, Singaporeans
reveal lower impulse buying than do Americans. The implication is that multinational
companies should invest in creating and assuring good service quality when they do business
in collectivist cultures but might give relatively higher weight to other kinds of competitive
advantages when they do business in individualist cultures.
Australasian Marketing Journal (AMJ) Volume 21, Issue 2, May 2013, Pages 8593
The effect of culture and salespersons retail service quality on impulse buying

Chanthika Pornpitakpan
Jie Hui Han

Bhaskar& malli, (2011) suggested by The Indian Retail Industry is witnessing a rapid
transformation and is the fastest growing sector contributing 10 percent of the countrys
GDP. Indian retail market is estimated to grow from $427 billion in 2010 and is expected
to reach $637 billion by 2015 (Srivastava 2008). India became the prime destination for
the global retailers because of favorable demographics, high disposable income levels,
changing life styles and increased customer awareness. Indian apparel retailing is the

countrys largest opportunity for the organized retailers after food retailing. The fast pace
of the Indian retail industry presents many companies with a host of daily challenges. In
todays competitive environment and with the growing importance of services, delivering
high quality services has become the basic retailing strategy. The present paper studies the
impact of service quality on apparel retail customer satisfaction and also indentifies the
critical factors of service quality from customers perspective. The sample consists of 250
respondents from the Metropolitan City Hyderabad which is one of the fastest growing
metropolitan cities in India a structured questionnaire RSQS (Retail Service Quality
Scale) was administered for data collection. Secondary data was collected from research
databases, reports, journal articles etc. SPSS 17.0 was used for statistical analysis. The
results will help the Retail service managers to plan and design their service strategies.
The study identifies the critical of factors of Apparel Retail Service Quality and evaluates
the impact of service quality on Retail Customer Satisfaction. The results helps the
retailers to focus on critical areas of service where to improve, where to modify and
where to cut down and enables them to take effective service strategies.
Journal of Management Research Vol 3, No 2 (2011) Service Quality on Apparel
Retail Customer Satisfaction-A Study of Select Metropolitan City Hyderabad

Udaya Bhaskar
B.Raja Shekhar

Beneke& Hayworth (2012)et all Post Apartheid, the South African supermarket industry
has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill
don't appear to have kept pace with growth. This research considers which aspects of
retail service quality impact upon customer satisfaction and, ultimately, pay dividends in
terms of generating store loyalty amongst urban shoppers in the middle to upper market
segments. The results from the analysis concluded that two constructs, namely Physical

Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction.
Customer satisfaction was also confirmed to be positively linked to customer loyalty.

Independent research journal in the management science Vol 12, No 1 (2012), 27-43.
Examining the effect of retail service quality dimensions on customer satisfaction
and loyalty: The case of the supermarket shopper

J. Beneke,

C. Hayworth,

R. Hobson,

Z. Mia

Saniy&Romi (2010) suggested by Service quality is an important factor, which

determines the behaviour of customers in retail outlets. Studies conducted in the past have
focussed on foreign markets and there was a need to conduct a study in Indian context to
establish the relationship between service quality and customer loyalty. The present study
is an effort to find out the effect of service quality on customer loyalty in retail outlets and
to see if there is any impact of demographic variables on customer loyalty. Four
demographic variables had been considered for the purpose of the study i.e. age at two
levels, gender, occupation as business and service and income as high and low. Retail
store format considered for the study was departmental stores. A sample of 100
respondents were selected from Indore city in Madhya Pradesh to study the effect of
Service quality on Customer loyalty in the year 2009. The findings of the study show that
there is a positive effect of service quality on customer loyalty and three out of the four
demographic variables showed a positive impact on customer loyalty.

The XIMB Journal of Management . Sep2010, Vol. 7 Issue 2, p49-62. 14p. 8 Charts A
Study of the Effect of Service Quality on Customer Loyalty in Retail Outlets.



Malik (2012)suggested by The main purpose of this study was to determine the
perception of service quality of organized retail stores and their satisfaction among 500
respondents from organized retail outlets selected from Haryana, and across these
dimensions: Product aspects, Price aspect, Physical aspect, Promotional schemes, and
Personnel Interaction and After Sales Services. The study also investigated differences
between the dimensions of service quality of organized retail stores and demographic
variables: age, gender and annul income, and the relationship between service quality of
retail stores and the customer satisfaction as dependent variables. Statistical tools used
were frequency counts, percentages, means, One-Way ANOVA and Pearson's. Analyses
were done using the SPSS for Windows (Version 10.0) computer software and set at 0.05
level of significance. Across the sub-dimensions of service quality of organized retail
stores, the respondents' level of perception and satisfaction in terms of Product aspects,
Price aspect, Physical aspect, Promotional schemes, Personnel Interaction and After sales
services was "good". There was a significant difference between the Price aspect and
gender and age of the respondents. In terms of dimensions of service quality of organized
retail outlets, significant differences were also noted between Physical aspects,
Promotional schemes and Personnel interaction and After sales services, when
respondents were grouped by age and annual income.
Indian journal of marketing

Volume 42, Issue 2, February 2012 A Study on

Customer's Satisfaction towards Service Quality of Organized Retail Stores in


Manju Malik