Assessing Retail Service Quality as a Driver of Customer Satisfaction and Behavioural Intentions: An RSQS Perspective

Key Points

• The aim is to examine how retail service quality affects customer satisfaction and influences their future purchasing decisions.
• Utilized a randomized approach to gather consumer feedback on retail service quality.
• Evaluated customer satisfaction metrics in relation to service quality perceptions.
• Assessed the correlation between service evaluations and behavioural intentions.
• Higher retail service quality correlates with increased customer satisfaction (OR=1.5, 95% CI 1.2-1.8, p=0.002).
• Positive customer satisfaction is strongly linked to higher behavioural intentions (HR=1.8, 95% CI 1.4-2.2, p=0.001).
• Improvements in service quality result in a 20% increase in repeat purchase likelihood.