COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS

Detalhes bibliográficos
Autor(a) principal: Braga Júnior, Sérgio Silva
Data de Publicação: 2012
Outros Autores: Lopes, Evandro Luiz, Silva, Dirceu da, Moretti, Sergio Luiz do Amaral
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista Eletrônica de Ciência Administrativa
Texto Completo: http://www.periodicosibepes.org.br/index.php/recadm/article/view/1063
Resumo: Despite the perceived quality of services provided by a company to be a topic of great interest, both in academia and business, it seems that the same is far from being exhausted. The large number of scientific research in this area is not enough to surprise, because many academics believe that the perceived quality is one of the main antecedents of consumer loyalty. Understanding there are still gaps in measurement scales of quality of service, Dabholkar, Thorpe and Rentz (1996) created and validated a scale with the breadth required to perform the measurement of the construct in all segments retailers which named RSQ Retail Service Quality. With the goal to demonstrate the applicability of scale RSQ in brazilian context surveys were carried out three with 690 consumers of three retail establishments of different formats. Data analysis, by means of structural equations modeling by partial least squares, indicated that the scale RSQ identified the five theoretical dimensions of perceived quality and that enabled the verification of major and minor relevance in each retail format. High coefficients of determination for dimensions Personal Interactions and Trust stood out in data analysis. 
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spelling COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATSAnálise comparativa da escala RSQ (retail service quality) em diferentes formatos varejistasPerceived quality; retail service quality; retailQualidade percebida; retail service quality; varejoDespite the perceived quality of services provided by a company to be a topic of great interest, both in academia and business, it seems that the same is far from being exhausted. The large number of scientific research in this area is not enough to surprise, because many academics believe that the perceived quality is one of the main antecedents of consumer loyalty. Understanding there are still gaps in measurement scales of quality of service, Dabholkar, Thorpe and Rentz (1996) created and validated a scale with the breadth required to perform the measurement of the construct in all segments retailers which named RSQ Retail Service Quality. With the goal to demonstrate the applicability of scale RSQ in brazilian context surveys were carried out three with 690 consumers of three retail establishments of different formats. Data analysis, by means of structural equations modeling by partial least squares, indicated that the scale RSQ identified the five theoretical dimensions of perceived quality and that enabled the verification of major and minor relevance in each retail format. High coefficients of determination for dimensions Personal Interactions and Trust stood out in data analysis. Apesar da qualidade percebida de serviços prestados por uma empresa ser um tema de grande interesse, tanto no meio acadêmico quanto no empresarial, parece que o mesmo está longe de ser esgotado. O grande número de investigações científicas nesta área não chega a surpreender, pois vários acadêmicos acreditam que a qualidade percebida é um dos principais antecedentes da lealdade dos consumidores. Entendendo ainda existirem lacunas nas escalas de medição de qualidade do serviço, Dabholkar, Thorpe e Rentz (1996) criaram e validaram uma escala com a amplitude necessária capaz de realizar a mensuração do construto em todos os segmentos varejistas a qual batizaram de RSQ – Retail Service Quality. Com o objetivo de demonstrar a aplicabilidade da escala RSQ no contexto brasileiro, foram realizados três surveys com 690 consumidores de estabelecimentos varejistas de diferentes formatos (serviços bancários, loja de material esportivo e loja de roupas) todos da cidade de São Paulo. A análise dos dados, por meio de modelagem de equações estruturais com matriz de estimação por mínimos quadrados parciais, indicou que a escala RSQ identificou as cinco dimensões teóricas da qualidade percebida e que possibilitou a verificação dos pontos de maior e menor relevância em cada formato varejista. Destacaram-se na análise dos dados os altos coeficientes de determinação para as dimensões Interações Pessoais e Confiança.Instituto Brasileiro de Estudos e Pesquisas Sociais - IBEPESFundo de Amparo a Pesquisa - FAPBraga Júnior, Sérgio SilvaLopes, Evandro LuizSilva, Dirceu daMoretti, Sergio Luiz do Amaral2012-11-15info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://www.periodicosibepes.org.br/index.php/recadm/article/view/106310.5329/RECADM.20121102010Revista Eletrônica de Ciência Administrativa; v. 11, n. 2 (2012): Julho-Dezembro; 314-332Revista Eletrônica de Ciência Administrativa; v. 11, n. 2 (2012): Julho-Dezembro; 314-332Revista Eletrônica de Ciência Administrativa; v. 11, n. 2 (2012): Julho-Dezembro; 314-3321677-738710.5329/RECADM.20121102reponame:Revista Eletrônica de Ciência Administrativainstname:Faculdade Cenecista de Campo Largo (FACECLA)instacron:FACECLAporhttp://www.periodicosibepes.org.br/index.php/recadm/article/view/1063/681Direitos autorais 2012 Sérgio Silva Braga Júnior, Evandro Luiz Lopes, Dirceu da Silva, Sergio Luiz do Amaral Morettihttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccess2018-06-05T04:15:50Zoai:periodicosibepes.org.br:article/1063Revistahttp://www.periodicosibepes.org.br/recadmONGhttp://www.periodicosibepes.org.br/recadm/oairecadm.editor@ibepes.org.br1677-73871677-7387opendoar:2018-06-05T04:15:50Revista Eletrônica de Ciência Administrativa - Faculdade Cenecista de Campo Largo (FACECLA)false
dc.title.none.fl_str_mv COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
Análise comparativa da escala RSQ (retail service quality) em diferentes formatos varejistas
title COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
spellingShingle COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
Braga Júnior, Sérgio Silva
Perceived quality; retail service quality; retail
Qualidade percebida; retail service quality; varejo
title_short COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
title_full COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
title_fullStr COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
title_full_unstemmed COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
title_sort COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
author Braga Júnior, Sérgio Silva
author_facet Braga Júnior, Sérgio Silva
Lopes, Evandro Luiz
Silva, Dirceu da
Moretti, Sergio Luiz do Amaral
author_role author
author2 Lopes, Evandro Luiz
Silva, Dirceu da
Moretti, Sergio Luiz do Amaral
author2_role author
author
author
dc.contributor.none.fl_str_mv
Fundo de Amparo a Pesquisa - FAP
dc.contributor.author.fl_str_mv Braga Júnior, Sérgio Silva
Lopes, Evandro Luiz
Silva, Dirceu da
Moretti, Sergio Luiz do Amaral
dc.subject.por.fl_str_mv Perceived quality; retail service quality; retail
Qualidade percebida; retail service quality; varejo
topic Perceived quality; retail service quality; retail
Qualidade percebida; retail service quality; varejo
description Despite the perceived quality of services provided by a company to be a topic of great interest, both in academia and business, it seems that the same is far from being exhausted. The large number of scientific research in this area is not enough to surprise, because many academics believe that the perceived quality is one of the main antecedents of consumer loyalty. Understanding there are still gaps in measurement scales of quality of service, Dabholkar, Thorpe and Rentz (1996) created and validated a scale with the breadth required to perform the measurement of the construct in all segments retailers which named RSQ Retail Service Quality. With the goal to demonstrate the applicability of scale RSQ in brazilian context surveys were carried out three with 690 consumers of three retail establishments of different formats. Data analysis, by means of structural equations modeling by partial least squares, indicated that the scale RSQ identified the five theoretical dimensions of perceived quality and that enabled the verification of major and minor relevance in each retail format. High coefficients of determination for dimensions Personal Interactions and Trust stood out in data analysis. 
publishDate 2012
dc.date.none.fl_str_mv 2012-11-15
dc.type.none.fl_str_mv
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://www.periodicosibepes.org.br/index.php/recadm/article/view/1063
10.5329/RECADM.20121102010
url http://www.periodicosibepes.org.br/index.php/recadm/article/view/1063
identifier_str_mv 10.5329/RECADM.20121102010
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv http://www.periodicosibepes.org.br/index.php/recadm/article/view/1063/681
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Instituto Brasileiro de Estudos e Pesquisas Sociais - IBEPES
publisher.none.fl_str_mv Instituto Brasileiro de Estudos e Pesquisas Sociais - IBEPES
dc.source.none.fl_str_mv Revista Eletrônica de Ciência Administrativa; v. 11, n. 2 (2012): Julho-Dezembro; 314-332
Revista Eletrônica de Ciência Administrativa; v. 11, n. 2 (2012): Julho-Dezembro; 314-332
Revista Eletrônica de Ciência Administrativa; v. 11, n. 2 (2012): Julho-Dezembro; 314-332
1677-7387
10.5329/RECADM.20121102
reponame:Revista Eletrônica de Ciência Administrativa
instname:Faculdade Cenecista de Campo Largo (FACECLA)
instacron:FACECLA
instname_str Faculdade Cenecista de Campo Largo (FACECLA)
instacron_str FACECLA
institution FACECLA
reponame_str Revista Eletrônica de Ciência Administrativa
collection Revista Eletrônica de Ciência Administrativa
repository.name.fl_str_mv Revista Eletrônica de Ciência Administrativa - Faculdade Cenecista de Campo Largo (FACECLA)
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