Retailer service quality and customer loyalty: Empirical evidence in Vietnam

Nguyen Thu Ha, Nguyen Hue Minh, Phan Chi Anh, Yoshiki Matsui

    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.

    Original languageEnglish
    Pages (from-to)90-101
    Number of pages12
    JournalAsian Social Science
    Volume11
    Issue number4
    DOIs
    StatePublished - 2015 Jan 14

    Fingerprint

    quality
    service
    loyalty
    customer
    problem solving
    questionnaire
    interaction
    Vietnam
    statistical analysis
    reliability
    survey
    information

    Keywords

    • Ervice quality
    • Retail industry
    • Supermarket

    ASJC Scopus subject areas

    • Social Sciences(all)
    • Arts and Humanities(all)
    • Economics, Econometrics and Finance(all)

    Cite this

    Retailer service quality and customer loyalty : Empirical evidence in Vietnam. / Ha, Nguyen Thu; Minh, Nguyen Hue; Anh, Phan Chi; Matsui, Yoshiki.

    In: Asian Social Science, Vol. 11, No. 4, 14.01.2015, p. 90-101.

    Research output: Contribution to journalArticle

    Ha, Nguyen Thu; Minh, Nguyen Hue; Anh, Phan Chi; Matsui, Yoshiki / Retailer service quality and customer loyalty : Empirical evidence in Vietnam.

    In: Asian Social Science, Vol. 11, No. 4, 14.01.2015, p. 90-101.

    Research output: Contribution to journalArticle

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