Service quality of retailing in Singapore : a case study of Far East Plaza.

Abstract

This study is aimed at understanding more on consumers’ perceptions of the attributes of good service quality and how adequately are these attributes met, using the Retail Service Quality Scale (RSQS). In addition the study also made a comparison of the level of service quality across the retailing sector at different levels (‘branded’ vs ‘generic’ brands), on the purpose of finding out the factors that attracts a consumer to a shop to make a purchase.