TY - JOUR
T1 - Service quality in grocery retailing
T2 - The study of a japanese supermarket in Hong Kong
AU - Siu, Noel Y.M.
AU - Chow, Donald K.H.
N1 - Copyright:
Copyright 2017 Elsevier B.V., All rights reserved.
PY - 2004/1/15
Y1 - 2004/1/15
N2 - 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.
AB - 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.
KW - Consumption behavior
KW - Customer satisfaction
KW - Grocery retailing
KW - Service quality
KW - Supermarket
UR - http://www.scopus.com/inward/record.url?scp=34447555216&partnerID=8YFLogxK
U2 - 10.1300/J046v16n01_05
DO - 10.1300/J046v16n01_05
M3 - Journal article
AN - SCOPUS:34447555216
SN - 0896-1530
VL - 16
SP - 71
EP - 87
JO - Journal of International Consumer Marketing
JF - Journal of International Consumer Marketing
IS - 1
ER -