Service quality in grocery retailing: The study of a japanese supermarket in Hong Kong

Noel Y M SIU, Donald K.H. Chow

Research output: Contribution to journalArticlepeer-review

21 Citations (Scopus)

Abstract

Current measures of service quality of retail grocery in the global market are scarce. A Retail Service Quality instrument is adopted to examine the service quality of a Japanese supermarket in Hong Kong and its impact on customer satisfaction and future consumption behavior. Five service dimensions emerged in the study. They are namely, Personal Interaction, Trustworthiness, Physical Aspect, Policy and Reliability. Of these dimensions, Personal Interaction and Physical Aspect are shown to be the salient elements in determining customer satisfaction and future consumption behavior. Implications and recommendation for retailers are discussed.

Original languageEnglish
Pages (from-to)71-87
Number of pages17
JournalJournal of International Consumer Marketing
Volume16
Issue number1
DOIs
Publication statusPublished - 15 Jan 2004

Scopus Subject Areas

  • Management Information Systems
  • Marketing

User-Defined Keywords

  • Consumption behavior
  • Customer satisfaction
  • Grocery retailing
  • Service quality
  • Supermarket

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