Inspection of the Level of Effects of Service Quality to Customer Satisfaction in Retail Supermarkets
Main Article Content
Abstract
For every business dealing in goods and services, especially in the field of sales, attracting more and more buyers will help increase sales, contributing to achieving the ultimate goal of the producer. Profit maximization. Currently, retail supermarkets are facing fierce competition pressure among supermarket organizations: from the competition of existing supermarkets in the area, the chains of buffet goods, the shopping centers, the penetration of the "giants" in the domestic and foreign retail supermarket industry. In the context of consumers having more and more opportunities to choose shopping places and more and more requirements for service quality, especially, consumers when they come to supermarkets are not merely Buy the goods you need but also feel comfortable, feel your needs are best met. Therefore, when it comes to customer satisfaction with supermarkets, the issues that we need to pay attention to, from the quality of goods to the attitude of the staff, the promotions, as well as pay attention to customers' feelings about the service quality of the business, thereby taking measures to keep old customers, attract new customers ... All have certain effects on customer satisfaction in Supermarkets in general and at retail supermarkets in particular. This study uses exploratory factor analysis (EFA) and positive factor analysis (CFA) to test the scale of the influence of factors on customer satisfaction at the supermarket. The study has determined the scale of affecting factors including 7 components with 27 observed variables. The results of the study help to verify the qualitative statements about the impact of factors on customer satisfaction, thereby drawing conclusions and recommendations to help supermarkets promote points. Strong as well as improve weak points to achieve the best service quality.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Copyright Notice
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.Penulis.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).
References
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. Hospitality Management, 25, 170-192.
Baker, D. A. & Crompton, J. L. (2000). Quality, Satisfaction and Behavior Intentions. Annals of Tourism Research, 27 (3), 785-804.
Bitner, M. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54 (2), 69-82.
Cronin, J. & Taylor, S. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3), 55-68.
Czepiel, J. A., Solomon, M. R. & Gutman, E. G. (1985). A role Theory Perspective on Dyadic Interaction : The Service Encounter. Journal of Marketing, 49 (1), 99-111.
Dabholkar, P., Thorpe, D. & Rentz, J. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science. 24 (1): 3-16.
Engle, J. F., Kegerreis, R. J. & Blackwell, R. D. (1969). Word-of-mouth Communication by the Innovator. Journal of Marketing, 33, 15-19.
Gerbing, D. W. & Anderson, J. C. (1988). An Updated Paradigm for Scale Development Incorporating Unidimensionality and Ít Assessment. Journal of Marketing Research 25 (2): 186-192
Chai, Ding, and Xing, 2009. Quality and customer satisfaction spillovers in the mobile phone industry. Journal of Service Science, Vol. 1, 93-106.
Chen, C. (2008). Investigating structural relationship between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research, 42 (A), 709-717.
Chuttur, M.Y., 2009. Overview of the Technology Acceptance Model: Origins, Developments and Future Directions. Sprouts: Working Papers on Information Systems, 9(37).
Chen, Y., Hsieh, T. (2005). Correlation of service quality of Hot Spring Hotels, customer satisfaction, customer loyalty and life style. Fourth Annual Asia Pacific forum for graduate students research in Tourism, Hawaii, United States, 1-3 August,2005.
Haquea, A., Rahman, S., Rahman, M., 2010. Factors eterminants the Choice of Mobile Service Providers: Structural Equation Modeling Approach on Bangladeshi Consumers. Business and Economics Research Journal, Vol. 1, No. 3, 17-34.
Henry, B., Quansah, M.K., 2013. Mobile telecommunication networks choice among Ghanaians. Management Science Letters, 1839-1850.
Karacuka, M., Catik, N., Haucap, J., 2013. Consumer Choice and Local Network Effects in Mobile Telecommunications in Turkey. Telecommunications Policy, Vol. 37, 334-344.
Kim, M.K, Park, M.C., Jeong, D.H., 2004. The effects of switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, Vol. 29, 145-159.
Mehta, S. C., Ashok Lawani & Soon Li Han (2000). Service Quality in Retailing: Relative Eficiency of Alternative Measurement Scales for Different Product-service Environments. International Journal of Retail & Distribution Management. 28 (2): 62-72.
Mazzonia, C., Castaldia, L., Addeo, F., 2007. Consumer behavior in the Italian mobile telecommunication market. Telecommunications Policy, Vol. 31, No. 10, 632-647.
Olatokun, W., Nwone, S.A., 2012. Determinants of users’ choice of mobile service providers in the Nigerian telecommunications market. African Journal of Computing & ICT, Vol. 5, No. 4, 19- 32.
Olatokun, W., Nwone, S.A., 2013. Influence of socio-demographic variables on users‟choice of mobile service providers in Nigerian telecommunication market. International Journal of Computer and Information Technology, Vol. 2, 888-894.