Reconnoitering the Linkage Amidst Retail Service Quality Dimensions: An Inquiry in a Grocery Retail Chain in India

Indian retail industry has grown as the fifth largest in the world. The increasing number of retail stores and the entry of Multi National Companies in single branded retail generated the need for identifying a tool to evaluate the service quality of these stores. Dabholkar's Retail Service Quality scale is exclusively for the retail firms with five dimensions and six sub-dimensions. The objective of the study is to validate a retail service quality scale for Indian supermarkets. A new dimension product related services is added to the existing dimensions eliminating the reliability dimension in the existing scale. The scale is subjected to confirmatory factor analysis and the retail service quality is expressed as the formative construct. The theoretical model is proved to be fit. The validated scale can be applicable to supermarkets in India.