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May 26, 2026International Journal of Productivity and Quality Management0 citations

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

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RKRasheed KFUFurquan UddinAIAsraful Islam

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.

Abstract

Inderscience is a global company, a dynamic leading independent journal publisher disseminates the latest research across the broad fields of science, engineering and technology; management, public and business administration; environment, ecological economics and sustainable development; computing, ICT and internet/web services, and related areas.

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Cite This Study

K et al. (2026) studied this question.

synapsesocial.com/papers/6a1538ebb5d9c58d83e8ca1dhttps://doi.org/10.1504/ijpqm.2026.10078729
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