Evaluation of Malaysian Retail Service Quality

<p>In retailing different requirement of service quality in product or services environment required. Some of the<br>retail stores have lack on service quality whereas the salesperson is not well trained, unknowledgeable and rude.<br>This study aims to evaluate the retail service quality from a supermarket in Kuching, Malaysia and sets out to<br>determine what influence customers to shop. This research looks at the five dimensions of retail service quality:<br>the physical aspect, reliability, personal interaction, problem solving and policy. A survey of 200 respondents<br>was conducted and reliability test is measured to represent the dimensions whereas regression test and Pearson<br>correlation is used to answer the research questions and testing the hypotheses. The overall finding confirms the<br>importance of quality service, the need to upgrade services to remain competitive, and consideration by<br>government on modernization of retail outlets using the credit card will bring burden to the consumers as against<br>the benefits. In addition, implications of this study as well as directions for future research are discussed.</p> <p>