Evaluating the retail service quality scale (rsqs): A theoretical framework for meaasuring service excellence in retail

Abstract

The retail industry is recognized as one of the most dynamic and rapidly expanding sectors. Unlike many other industries, it is predominantly service-driven, making service quality a critical determinant of success. In this context, customers’ perceptions of service quality significantly influence the performance and sustainability of retail businesses. Consequently, retailers are continually striving to enhance their service delivery and adopt innovative strategies to improve customer satisfaction and foster loyalty. Given the central role of service in retail, assessing service quality has become imperative for long-term growth and competitiveness. Over time, extensive research has been conducted on the concept of service quality, resulting in the development of various measurement frameworks. This paper offers a theoretical review of the Retail Service Quality Scale (RSQS), a widely accepted model specifically designed to assess service quality in the retail sector.