Factor analysis of 20 items of retail service quality
| Atmospherics | |
| The store is adequately illuminated | 0.708 |
| The aisles are not congested | 0.752 |
| The aisle has enough room for a trolley to move through | 0.751 |
| Every aisle segregates the grocery goods | 0.784 |
| There is sufficient signage to help customers find merchandise | 0.640 |
| The directional signs can be seen clearly inside the store | 0.564 |
| The layout of the store makes finding groceries easy | 0.595 |
| Policy | |
| The staff at the store is consistently cordial | 0.705 |
| I am always greeted by the cashiers before they begin the transaction | 0.832 |
| The packers are consistently cordial | 0.839 |
| The retailer offers a delivery service that meets my needs | 0.741 |
| The retail staff is consistently well-groomed and wears uniforms | 0.658 |
| The store is consistently inviting to the eye | 0.596 |
| The staff at the store is always willing to help | 0.658 |
| Reliability | |
| The quality of the fresh produce is always quite great | 0.650 |
| I can find goods that are tailored to my culture | 0.745 |
| The shop provides superb security for my safety | 0.756 |
| The merchandise is always reasonably priced | 0.744 |
| The store's employees are knowledgeable about its products | 0.804 |
| I can ask the staff at the store for advice if I ever have a question | 0.725 |
| The store is adequately illuminated | 0.708 |
| The aisles are not congested | 0.752 |
| The aisle has enough room for a trolley to move through | 0.751 |
| Every aisle segregates the grocery goods | 0.784 |
| There is sufficient signage to help customers find merchandise | 0.640 |
| The directional signs can be seen clearly inside the store | 0.564 |
| The layout of the store makes finding groceries easy | 0.595 |
| The staff at the store is consistently cordial | 0.705 |
| I am always greeted by the cashiers before they begin the transaction | 0.832 |
| The packers are consistently cordial | 0.839 |
| The retailer offers a delivery service that meets my needs | 0.741 |
| The retail staff is consistently well-groomed and wears uniforms | 0.658 |
| The store is consistently inviting to the eye | 0.596 |
| The staff at the store is always willing to help | 0.658 |
| The quality of the fresh produce is always quite great | 0.650 |
| I can find goods that are tailored to my culture | 0.745 |
| The shop provides superb security for my safety | 0.756 |
| The merchandise is always reasonably priced | 0.744 |
| The store's employees are knowledgeable about its products | 0.804 |
| I can ask the staff at the store for advice if I ever have a question | 0.725 |
Source(s): Study are original works by the authors