TAILIEUCHUNG - Retailer service quality and customer loyalty: Empirical evidence in Vietnam
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. | Asian Social Science; Vol. 11, No. 4; 2015 ISSN 1911-2017 E-ISSN 1911-2025 Published by Canadian Center of Science and Education Retailer Service Quality and Customer Loyalty: Empirical Evidence in Vietnam Nguyen Thu Ha1, Nguyen Hue Minh1,2, Phan Chi Anh3 & Yoshiki Matsui2 1 Faculty of Business Administration, University of Economics and Business, Vietnam National University, Vietnam 2 College of Business Administration, Yokohama National University, Japan 3 Vietnam-Japan University, Vietnam National University, Vietnam Correspondence: Nguyen Thu Ha, Faculty of Business Administration, University of Economics and Business, Vietnam National University, Vietnam. Tel: 84-98-289-8582. E-mail: hant@ Received: August 21, 2014 doi: Accepted: January 1, 2015 Online Published: January 14, 2015 URL: 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. Keywords: service quality, retail industry, supermarket 1. Introduction Due to undeniable impacts on organizations’ performance, customer satisfaction, customer loyalty, and in turn, profitability, service quality has attracted great attention from practitioners, managers and researchers all over the world. That is the reason why studying on how to define, model, measure, collect and analysis data of .
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