Original Research

Measuring retail service quality: A replication study

Christo Boshoff, Nic S. Terblanché
South African Journal of Business Management | Vol 28, No 4 | a797 | DOI: https://doi.org/10.4102/sajbm.v28i4.797 | © 2018 Christo Boshoff, Nic S. Terblanche | This work is licensed under CC Attribution 4.0
Submitted: 15 October 2018 | Published: 31 December 1997

About the author(s)

Christo Boshoff, Department of Business Management, University of Port Elizabeth, South Africa
Nic S. Terblanché, Department of Business Management, University of Stellenbosch, South Africa

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Abstract

In the recent past, few services marketing topics have attracted as much attention as the measuring and management of service quality. In this study an instrument developed in the United States of America, which measures the service quality in a South African retail environment, is empirically evaluated. The retail service quality instrument has been shown to be a valid and reliable instrument and the developers' claim of construct reliability can be supported.

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