Service quality in high-frequency, low-involvement proximity retailing: RSQS bifactor specification and short scale development

Purpose – This study adapts, validates and assesses the dimensionality of the Retail Service Quality Scale (RSQS) within the context of a high-frequency, low-involvement European proximity retail chain. Design/methodology/approach – An adapted 18-item RSQS questionnaire was completed by 340 customers; after screening, 311 valid responses were retained. Alternative CFA specifications were compared, including correlated first-order and bifactor models. Bifactor dimensionality indices were computed to assess whether the scale was primarily driven by a general factor. An 8-item short-form scale (RSQS-SF-8I) was developed through a bifactor-guided procedure and validated by CFA. Nomological validity was examined through the scale’s association with the loyalty construct. Findings – The bifactor results indicate that the scale is predominantly driven by a general factor, while retaining residual specificity, particularly in the Personal Interaction dimension. RSQS-SF-8I showed a very good fit and high reliability. Moreover, both the general factor of the bifactor model and the latent RSQS-SF-8I factor were strongly associated with the loyalty construct. Finally, the procedure employed for developing the short-form scale offers a replicable path for constructing short-form scales with strong psychometric properties. Originality/value – This study contributes to the retail service quality literature by validating an RSQS-based framework for a European high-frequency proximity retail context and by developing a psychometrically robust short-form scale. In addition, it extends prior research by applying a bifactor specification and a formal dimensionality assessment to the analysis of retail service quality.