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Retailer Service Quality and Customer Loyalty: Empirical Evidence in
| Content Provider | CiteSeerX |
|---|---|
| Author | Ha, Nguyen Thu Minh, Nguyen Hue Anh, Phan Chi Matsui, Yoshiki |
| Abstract | This study investigates the relationship between retailer service quality and customer loyalty by conducting questionnaire survey on 664 buyers in several supermarkets in Vietnam. This questionnaire was constructed with 49 retail service quality items covering 6 service quality dimensions namely Physical aspects, Reliability, Personal Interaction, Problem solving and Policy and Information of goods, and 2 customer loyalty items. Statistical analysis results indicate the significant link between customer loyalty and such dimensions of service quality as Problem solving, Policy and Personal Interaction. From these findings, both managerial and theoretical implications have been discussed. |
| File Format | |
| Access Restriction | Open |
| Subject Keyword | Customer Loyalty Retailer Service Quality Empirical Evidence Personal Interaction Service Quality Service Quality Dimension Physical Aspect Customer Loyalty Item Several Supermarket Retail Service Quality Item Questionnaire Survey Theoretical Implication Statistical Analysis Result Significant Link |
| Content Type | Text |
