Validating the retail service quality scale for US and Korean customers of discount stores: an exploratory study
Validating the retail service quality scale for US and Korean customers of discount stores: an exploratory study
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验证折扣店美国和韩国顾客的零售服务质量量表：一项探索性研究
DOI：
10.1108/08876040210427218
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发表时间：
2002
影响因子：
3.9
通讯作者：
B. Jin
中科院分区：
文献类型：
--
作者：
Soyoung Kim;B. Jin
这项探索性研究旨在确定零售服务质量量表是否可以在美国和韩国的折扣零售环境中得到验证。美国和韩国大学生的两个便利样本为研究提供了数据。多样本分析支持服务质量的三个维度在两个样本中相同，但测量模型并不相同。验证性因素分析表明，两种文化中的消费者都没有区分个人注意和解决问题的维度。此外，在两个样本中都没有观察到政策维度。对各维度均值的检验表明，美国和韩国消费者感知折扣店服务质量的方式存在差异。
This exploratory study was designed to determine whether the retail service quality scale could be validated in a discount retail setting in the USA and Korea. Two convenience samples of US and Korean college students provided the data for the study. A multisample analysis supported that the same three dimensions of service quality existed in both samples, but the measurement model was not equivalent. Confirmatory factor analyses suggested that consumers in both cultures did not make a distinction between the personal attention and the problem solving dimensions. In addition, the policy dimension was not observed in either sample. Examination of the means of the dimensions indicated differences between the USA and Korea in the way consumers perceived the service quality of discount stores.
影响因子：
12.9
作者：
J. Cronin;Steven A. Taylor
通讯作者：
J. Cronin;Steven A. Taylor