scholarly journals Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

2012 ◽  
Vol 12 (1) ◽  
Author(s):  
J. Beneke ◽  
C. Hayworth ◽  
R. Hobson ◽  
Z. Mia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Emerging Market ◽  
Path Model ◽  
Store Loyalty ◽  
Retail Service ◽  
Supermarket Industry ◽  
Quality Dimensions ◽  
Meaningful Relationships ◽  
Retail Service Quality

Purpose: Post Apartheid, the South African supermarket industry has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments. Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings: The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to customer loyalty. Originality/Value: This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

scholarly journals Customer satisfaction on service quality dimensions

2021 ◽  
Vol 11 (3) ◽  
pp. 35-39
Author(s):  
BHASKAR K ◽  
SUBRAMANYAM P
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Retail Market ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Service Quality ◽  
The Relationship

The purpose of this paper is to empirically investigate the influence of dimensions of service quality towards satisfaction in the context of Indian retail market. The paper focused to examine the relationship between satisfaction and service quality dimensions. A study has been conducted on 20 supermarkets in Kadapa district, A.P. India. The results of this research indicate that retail service quality positively influences satisfaction and trust. It is found that satisfaction also positively influences trust and loyalty. Satisfaction and trust mediate the relationship between retail service quality and loyalty on customer satisfaction.

scholarly journals Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 115-130
Author(s):  
Mohammad Nur Safri Ramadhan ◽  
Nur Asnawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Comparative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Retail Service ◽  
Retail Service Quality ◽  
Pls Method

The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there is a direct effect of the retail service quality variable upon customers' loyalty and also on customer satisfaction which has a direct influence on customers of Super Indo Bendungan Sutami. Meanwhile, loyalty and can mediate the effect of retail service quality on customer loyalty.               

scholarly journals Impact of Retail Service Quality and Store Service Quality on Patronage Intention towards Organized Retail Industry

2021 ◽  
Vol 12 (3) ◽  
pp. 1462-1471
Author(s):  
P.S.Venkateswaran Et.al
Keyword(s):  
Problem Solving ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Retail Industry ◽  
Retail Service ◽  
Loyal Customer ◽  
Patronage Intention ◽  
Retail Service Quality ◽  
The Impact

Purpose: A proper service increases the customer satisfaction and positive word of mouth. The aim of this paper is to find out the impact of retail service quality and store service quality on patronage intention and word of mouth towards organized retail industry. Design/methodology/approach: The study data were collected from [location masked for blind review] using a structured questionnaire. A sample of 419 was used. A structural model was developed for analysis to find out the linkage between study variables. Findings/results: Findings reveal that retail service quality and store service quality are increasing the customer satisfaction.  The findings showed that retail service quality, store service quality, and customer satisfaction significantly impact patronage intention and word of mouth. Problem solving is the major issue faced by the retail stores. Hence they have to take immediate action towards it to maintain their loyal customer base Practical implications: Problem-solving is not having significant relationships with customer satisfaction. Store managers have to create a pleasant experience and amplify the strength factors to create a bond between the store and the customers Originality/value: This paper is helpful to the retail store managers as well as new entrepreneurs who are going to start a new venture in the retail business.

scholarly journals ANALISA PENGARUH SELF IMAGE CONGRUITY, RETAIL SERVICE QUALITY, DAN CUSTOMER PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI CUSTOMER SATISFACTION URBAN SURF/DISTRO DI JAYAPURA

2017 ◽  
Vol 13 (2) ◽  
pp. 166-179
Author(s):  
Milcha Handayani Tammubua
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Perceived Service Quality ◽  
Self Image ◽  
Retail Service ◽  
Relationship Of ◽  
Retail Service Quality

This study aims to examine whether self image congruity, retail service quality, perceived service quality influence customer satisfaction and test the role of customer satisfaction mediation variable at customer loyalty distro Urban Surf and Planet Surf in Jayapura. data analysis in this research used multiple regression analysis and hierarical regression to measure independent variable in dependent variable with mediation variable. The results show that customer satisfaction fully mediates the relationship of self image congruity and retail service quality to customer loyalty. Meanwhile customer satisfaction also mediates partially customer relationship perceived service quality to customer loyalty.   Penelitian ini bertujuan untuk mengkaji apakah self image congruity, retail service quality, perceived service quality berpengaruh pada customer satisfaction dan menguji peran mediasi variable customer satisfaction pada customer loyalty distro Urban Surf dan Planet Surf di Jayapura. Analisis data dalam penelitian ini digunakan analisis multiple regression dan hierarical regression untuk mengukur variable independen pada variable dependen dengan variable mediasi. Hasil penelitian menunjukkan bahwa customer satisfaction memediasi secara penuh hubungan self image congruity dan retail service quality terhadap customer loyalty. Sementara itu customer satisfaction juga memediasi secara parsial hubungan customer perceived service quality terhadap customer loyalty.

scholarly journals Enhancing customer satisfaction in terms of service quality in supermarket - The case study of Big C supermaket in HCMC

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Trinh Thuy Anh ◽  
Phan Minh Tai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Level ◽  
Personal Interaction ◽  
Quality Scale ◽  
Retail Service ◽  
Determining Factors ◽  
Retail Service Quality ◽  
Interaction Problem

This paper aimed at determining factors effecting customer satisfaction in terms of service quality as well as evaluating satisfaction level of shoppers in Big C Supermarket. A survey of 158 shoppers in various Big C supermarkets in HCMC has evaluated retail service quality according to Retail Service Quality Scale (RSQS) which composes of 5 dimensions namely physical aspects, reliability, personal interaction, problem solving and policy. The findings show that there are three factors mainly effecting on customer satisfaction in Big C, those factors are Reliability, Problem Resolving and Policy. Based on the result of survey, practicle solutions recommended to Big C for improvement of service quality in order to close gaps that could lead to increasing customer satisfaction.

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