Business Administration, Management, and Operations Commons^™

Evaluation Of Malaysian Retail Service Quality, Mohd Roslan Mohd Nor, Zalina Ibrahim, Linda Dana, Ahmad Faisal Mahdi, Mohamad Zaid Mohd Zin, Mohd Anuar Ramli

Mohd Roslan Mohd Nor

In retailing different requirement of service quality in product or services environment required. Some of the retail stores have lack on service quality whereas the salesperson is not well trained, unknowledgeable and rude. This study aims to evaluate the retail service quality from a supermarket in Kuching, Malaysia and sets out to determine what influence customers to shop. This research looks at the five dimensions of retail service quality: the physical aspect, reliability, personal interaction, problem solving and policy. A survey of 200 respondents was conducted and reliability test is measured to represent the dimensions whereas regression test and Pearson …