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 journalJournal articlepeer-review

    24 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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