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Measuring Retail Service Quality in Nigerian Departmental Stores

Oyeniyi, Omotayo and Abiodun, A. J. (2012) Measuring Retail Service Quality in Nigerian Departmental Stores. Journal of Economic Behavior, 2. pp. 37-45.

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The Nigerian economy is experiencing a boom in the retail sector of Departmental Stores.The sector is becoming increasingly competitive with the entry of foreign and multinational retail stores. Extant literature indicates that loyalty of the customers can be maintained with service quality. Consequently, the current study attempts to measure service quality among Nigerian departmental stores using Dabholkar, Thorpe & Renz (1996) Retail Service Quality Scale (RSQS) instrument to gauge customers’ satisfaction with the retail service quality in the Nigerian Retail sector. Four hundred and seventy eight customers of three major departmental stores in central Lagos, Nigeria were used for the study. Data generated was analyzed using factor analysis, correlation and hierarchical regression analysis to test the relationships of the ¿YH GLPHQVLRQV RI 5646 DQG FXVWRPHU VDWLVIDFWLRQn 7KH VWXG\ IRXQG 5646 WR EH D XVHIXO WRRO for evaluating retail service quality in retail sector of departmental stores. Physical dimension, UHOLDELOLW\, SHUVRQDO LQWHUDFWLRQ DQG SUREOHP VROYLQJ ZHUH DOVR IRXQG WR VLJQL¿FDQWO\ DIIHFW customers’ satisfaction, while policy was found not to have similar effect within the Nigerian environment.

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mr Solomon Bayoko
Date Deposited: 25 Oct 2013 19:59
Last Modified: 25 Oct 2013 19:59

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