The document describes research conducted to develop and validate a scale to measure retail service quality. The researchers conducted a review of literature on retail service quality and service quality scales. They found that existing scales like SERVQUAL did not adequately capture retail service quality. The researchers then conducted qualitative research using interviews and observations of customers to identify important dimensions of retail service quality. Based on the literature and qualitative research, they proposed a hierarchical factor structure with five high-level dimensions of retail service quality - physical aspects, reliability, personal interaction, problem solving, and policy. They developed survey items to measure these dimensions and conducted quantitative analysis to validate the scale.