A factor analytical service quality measurement scale for supermarkets in South Africa

Abstract

The interest on quality issues have increased and attracted much attention in the last two decades. Limited academic research has been done in measuring service quality in a supermarket context. The research study attempts to clarify the conceptualisation and measurement of service quality within a supermarket environment. Multiple stages in the development of an instrument to measure supermarket service quality are explored. Exploratory factor analysis was undertaken to establish the dimensionality of the supermarket service quality scale. Several factor solutions were considered. A three-factor structure (atmospherics, physical interaction and shopping convenience) consisting of 24 items is proposed to capture the dimensions of service quality. The implications for future research are outlined.