Descriptive statistics for adapted RSQS item scores
| Item | Mean | SD | |
|---|---|---|---|
| PA1 | The store has modern equipment and furnishings | 3.60 | 1.02 |
| PA2 | The store's physical facilities are visually appealing | 3.32 | 0.96 |
| PA3 | Materials associated with the service (bags, catalogs and receipts) are visually appealing | 3.46 | 1.06 |
| PA5 | The layout makes it easy to find products | 3.67 | 1.01 |
| REL1 | When the store promises to do something, it does so within the promised time | 3.75 | 0.98 |
| REL2 | The store delivers services at the promised time | 4.14 | 0.94 |
| REL3 | The store performs the service correctly the first time | 3.51 | 0.99 |
| REL4 | Merchandise is available when customers want it | 4.13 | 0.99 |
| REL5 | The store provides error-free transactions and records | 3.78 | 1.01 |
| PI1 | Employees have the knowledge to answer customer questions | 3.21 | 1.08 |
| PI2 | Employees' behavior instills confidence in customers | 3.63 | 1.03 |
| PI4 | Employees provide prompt service | 3.25 | 1.16 |
| PI5 | Employees clearly communicate service times | 3.14 | 1.14 |
| PI6 | Employees are never too busy to help customers | 3.55 | 1.07 |
| PI8 | Employees are consistently courteous | 3.21 | 1.20 |
| POL1 | The store offers high-quality merchandise | 3.56 | 0.89 |
| POL3 | The store has convenient opening hours for all customers | 4.42 | 0.73 |
| POL4 | The store accepts most credit cards | 4.45 | 0.76 |
| Item | Mean | SD | |
|---|---|---|---|
| PA1 | The store has modern equipment and furnishings | 3.60 | 1.02 |
| PA2 | The store's physical facilities are visually appealing | 3.32 | 0.96 |
| PA3 | Materials associated with the service (bags, catalogs and receipts) are visually appealing | 3.46 | 1.06 |
| PA5 | The layout makes it easy to find products | 3.67 | 1.01 |
| REL1 | When the store promises to do something, it does so within the promised time | 3.75 | 0.98 |
| REL2 | The store delivers services at the promised time | 4.14 | 0.94 |
| REL3 | The store performs the service correctly the first time | 3.51 | 0.99 |
| REL4 | Merchandise is available when customers want it | 4.13 | 0.99 |
| REL5 | The store provides error-free transactions and records | 3.78 | 1.01 |
| PI1 | Employees have the knowledge to answer customer questions | 3.21 | 1.08 |
| PI2 | Employees' behavior instills confidence in customers | 3.63 | 1.03 |
| PI4 | Employees provide prompt service | 3.25 | 1.16 |
| PI5 | Employees clearly communicate service times | 3.14 | 1.14 |
| PI6 | Employees are never too busy to help customers | 3.55 | 1.07 |
| PI8 | Employees are consistently courteous | 3.21 | 1.20 |
| POL1 | The store offers high-quality merchandise | 3.56 | 0.89 |
| POL3 | The store has convenient opening hours for all customers | 4.42 | 0.73 |
| POL4 | The store accepts most credit cards | 4.45 | 0.76 |
Note(s): Items were measured on a 5-point Likert scale
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