COMPARATIVE ANALYSIS OF RSQ SCALE (RETAIL SERVICE QUALITY) IN DIFFERENT RETAILERS FORMATS
Autor(a) principal: | |
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Data de Publicação: | 2012 |
Outros Autores: | , , |
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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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) |
repository.mail.fl_str_mv |
recadm.editor@ibepes.org.br |
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