TY - JOUR
T1 - Toward a measure of Chinese hypermarket retail service quality
AU - Tang, Yung Tai
AU - Stanworth, James
AU - Chen, Wei Ting
AU - Huang, Siao Wei
AU - Wu, Hsin-Hung
PY - 2015/4/3
Y1 - 2015/4/3
N2 - Success in the increasingly competitive and significant Chinese hypermarket sector requires a systematic focus on service quality. Current measures of hypermarket retail service quality do not adequately capture how the Chinese customers evaluate their experience. This study describes the development of an instrument to measure hypermarket service quality suitable for customers socialised to Chinese culture. Drawing on existing exploratory work, we propose dimensions of Chinese hypermarket service quality and associated items to measure our proposed construct. Confirmatory factor analysis, using a second sample, confirms the dimensionality and validity of our proposed scale with 4 dimensions and 18 items.
AB - Success in the increasingly competitive and significant Chinese hypermarket sector requires a systematic focus on service quality. Current measures of hypermarket retail service quality do not adequately capture how the Chinese customers evaluate their experience. This study describes the development of an instrument to measure hypermarket service quality suitable for customers socialised to Chinese culture. Drawing on existing exploratory work, we propose dimensions of Chinese hypermarket service quality and associated items to measure our proposed construct. Confirmatory factor analysis, using a second sample, confirms the dimensionality and validity of our proposed scale with 4 dimensions and 18 items.
UR - http://www.scopus.com/inward/record.url?scp=84938555062&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84938555062&partnerID=8YFLogxK
U2 - 10.1080/14783363.2013.830043
DO - 10.1080/14783363.2013.830043
M3 - Article
AN - SCOPUS:84938555062
VL - 26
SP - 327
EP - 338
JO - Total Quality Management and Business Excellence
JF - Total Quality Management and Business Excellence
SN - 1478-3363
IS - 3-4
ER -