Validating the retail service quality scale for US and Korean customers of discount stores: an exploratory study

So-Young Kim · Byoungho Ellie Jin

128 citations0/0 files storedJournal of Services Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Retail Behavior Studies

Abstract

This exploratory study was designed to determine whether the retail service quality scale could be validated in a discount retail setting in the USA and Korea. Two convenience samples of US and Korean college students provided the data for the study. A multisample analysis supported that the same three dimensions of service quality existed in both samples, but the measurement model was not equivalent. Confirmatory factor analyses suggested that consumers in both cultures did not make a distinction between the personal attention and the problem solving dimensions. In addition, the policy dimension was not observed in either sample. Examination of the means of the dimensions indicated differences between the USA and Korea in the way consumers perceived the service quality of discount stores.

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1979Review of Psychometric theory (2nd ed.).1992Measuring Service Quality: A Reexamination and Extension 1991Refinement and reassessment of the SERVQUAL scale.1992An empirical assessment of the SERVQUAL scale 1996A measure of service quality for retail stores: Scale development and validation 1995Diagnosing Measurement Equivalence in Cross-National Research 2000The Relationships between Culture and Service Quality Perceptions

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