The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam

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

doi:doi:10.11648/j.ijber.20140305.13

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The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam

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

Published in International Journal of Business and Economics Research (Volume 3, Issue 5)

Received: 11 October 2014 Accepted: 24 October 2014 Published:

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Abstract

This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy, and 2 Customer Loyalty items. Statistical analysis results indicate the significant relationship between Customer Loyalty and such dimensions of service quality as Physical Aspects and Problem Solving. From these findings, managerial as well as theoretical implications have been discussed.

Published in	International Journal of Business and Economics Research (Volume 3, Issue 5)
DOI	10.11648/j.ijber.20140305.13
Page(s)	178-186
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Service Quality, Retail Industry, Electronic Supermarket

References

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APA Style

Nguyen Thu Ha, Nguyen Hue Minh, Phan Chi Anh, Yoshiki Matsui. (). The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam. International Journal of Business and Economics Research, 3(5), 178-186. https://doi.org/10.11648/j.ijber.20140305.13

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ACS Style

Nguyen Thu Ha; Nguyen Hue Minh; Phan Chi Anh; Yoshiki Matsui. The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam. Int. J. Bus. Econ. Res. , 3(5), 178-186. doi: 10.11648/j.ijber.20140305.13

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AMA Style

Nguyen Thu Ha, Nguyen Hue Minh, Phan Chi Anh, Yoshiki Matsui. The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam. Int J Bus Econ Res. ;3(5):178-186. doi: 10.11648/j.ijber.20140305.13

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@article{10.11648/j.ijber.20140305.13,
  author = {Nguyen Thu Ha and Nguyen Hue Minh and Phan Chi Anh and Yoshiki Matsui},
  title = {The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam},
  journal = {International Journal of Business and Economics Research},
  volume = {3},
  number = {5},
  pages = {178-186},
  doi = {10.11648/j.ijber.20140305.13},
  url = {https://doi.org/10.11648/j.ijber.20140305.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20140305.13},
  abstract = {This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy, and 2 Customer Loyalty items. Statistical analysis results indicate the significant relationship between Customer Loyalty and such dimensions of service quality as Physical Aspects and Problem Solving. From these findings, managerial as well as theoretical implications have been discussed.},
 year = {}
}

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TY  - JOUR
T1  - The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam
AU  - Nguyen Thu Ha
AU  - Nguyen Hue Minh
AU  - Phan Chi Anh
AU  - Yoshiki Matsui
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DO  - 10.11648/j.ijber.20140305.13
T2  - International Journal of Business and Economics Research
JF  - International Journal of Business and Economics Research
JO  - International Journal of Business and Economics Research
SP  - 178
EP  - 186
PB  - Science Publishing Group
SN  - 2328-756X
UR  - https://doi.org/10.11648/j.ijber.20140305.13
AB  - This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy, and 2 Customer Loyalty items. Statistical analysis results indicate the significant relationship between Customer Loyalty and such dimensions of service quality as Physical Aspects and Problem Solving. From these findings, managerial as well as theoretical implications have been discussed.
VL  - 3
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Author Information

Nguyen Thu Ha

Center for Business Administration Studies, University of Economics and Business, Vietnam National University, Hanoi, Vietnam
Nguyen Hue Minh

Center for Business Administration Studies, University of Economics and Business, Vietnam National University, Hanoi, Vietnam
Phan Chi Anh

Center for Business Administration Studies, University of Economics and Business, Vietnam National University, Hanoi, Vietnam
Yoshiki Matsui

Faculty of Business Administration, Yokohama National University, Yokohama, Japan

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APA Style

Nguyen Thu Ha, Nguyen Hue Minh, Phan Chi Anh, Yoshiki Matsui. (). The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam. International Journal of Business and Economics Research, 3(5), 178-186. https://doi.org/10.11648/j.ijber.20140305.13

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ACS Style

Nguyen Thu Ha; Nguyen Hue Minh; Phan Chi Anh; Yoshiki Matsui. The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam. Int. J. Bus. Econ. Res. , 3(5), 178-186. doi: 10.11648/j.ijber.20140305.13

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AMA Style

Nguyen Thu Ha, Nguyen Hue Minh, Phan Chi Anh, Yoshiki Matsui. The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam. Int J Bus Econ Res. ;3(5):178-186. doi: 10.11648/j.ijber.20140305.13

Copy | Download

@article{10.11648/j.ijber.20140305.13,
  author = {Nguyen Thu Ha and Nguyen Hue Minh and Phan Chi Anh and Yoshiki Matsui},
  title = {The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam},
  journal = {International Journal of Business and Economics Research},
  volume = {3},
  number = {5},
  pages = {178-186},
  doi = {10.11648/j.ijber.20140305.13},
  url = {https://doi.org/10.11648/j.ijber.20140305.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20140305.13},
  abstract = {This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy, and 2 Customer Loyalty items. Statistical analysis results indicate the significant relationship between Customer Loyalty and such dimensions of service quality as Physical Aspects and Problem Solving. From these findings, managerial as well as theoretical implications have been discussed.},
 year = {}
}

Copy | Download

TY  - JOUR
T1  - The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam
AU  - Nguyen Thu Ha
AU  - Nguyen Hue Minh
AU  - Phan Chi Anh
AU  - Yoshiki Matsui
Y1  - 
PY  - 
N1  - https://doi.org/10.11648/j.ijber.20140305.13
DO  - 10.11648/j.ijber.20140305.13
T2  - International Journal of Business and Economics Research
JF  - International Journal of Business and Economics Research
JO  - International Journal of Business and Economics Research
SP  - 178
EP  - 186
PB  - Science Publishing Group
SN  - 2328-756X
UR  - https://doi.org/10.11648/j.ijber.20140305.13
AB  - This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy, and 2 Customer Loyalty items. Statistical analysis results indicate the significant relationship between Customer Loyalty and such dimensions of service quality as Physical Aspects and Problem Solving. From these findings, managerial as well as theoretical implications have been discussed.
VL  - 3
IS  - 5
ER  -

Copy | Download