Buy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pick-up (PU) stage of BOPS service, we develop a comprehensive scale (BOPS-PU-QUAL) for its quality perceived by customers. A multi-step scale development procedure involving one qualitative and two quantitative studies resulted in a scale consisting of 16 items under four dimensions. Service effectiveness is found to be the strongest influencer on quality perceptions of BOPS-PU, followed by problem-handling, ease of access, and item-quality. A structural equation analysis reveals that BOPS-PU-QUAL perceptions positively affect customers’ behavioral intentions towards the brand’s BOPS service, with the relationship fully mediated by satisfaction with BOPS. This study contributes to omnichannel service quality research by identifying the critical quality dimensions of BOPS pick-up service that reflect the uniqueness of BOPS customers. These findings help practitioners realize the importance of managing BOPS-PU service quality and provide practical guidance.

中文翻译：

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网上购买提货服务的提货服务质量量表的开发和验证

网上购买商店提货（BOPS）服务是一种流行的全渠道零售计划，旨在增强在线客户的便利性。专注于BOPS服务的接机（PU）阶段，我们针对客户感知的质量开发了一个综合秤（BOPS-PU-QUAL）。一项涉及一个定性研究和两个定量研究的多步骤量表开发程序，导致该量表由四个维度下的16个项目组成。服务效率是影响BOPS-PU质量的最重要因素，其次是问题处理，访问的便捷性和项目质量。结构方程式分析表明，BOPS-PU-QUAL认知对顾客对品牌BOPS服务的行为意图产生了积极影响，并且这种关系完全由对BOPS的满意度所介导。这项研究通过确定反映BOPS客户独特性的BOPS接送服务的关键质量维度，为全渠道服务质量研究做出了贡献。这些发现有助于从业人员认识到管理BOPS-PU服务质量的重要性并提供实用指导。