TAILIEUCHUNG - The relationship between service quality and customer loyalty in specialty supermarkets: Empirical evidence in Vietnam

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. | International Journal of Business and Economics Research 2014; 3(5): 178-186 Published online Octobr 30, 2014 () doi: ISSN: 2328-7543 (Print); ISSN: 2328-756X (Online) The relationship between service quality and customer loyalty in specialty supermarkets: Empirical evidence in Vietnam Nguyen Thu Ha1, Nguyen Hue Minh1, Phan Chi Anh1, Yoshiki Matsui2 1 2 Center for Business Administration Studies, University of Economics and Business, Vietnam National University, Hanoi, Vietnam Faculty of Business Administration, Yokohama National University, Yokohama, Japan Email address: hant@ (N. T. Ha), nguyenhueminh146@ (N. H. Minh), anhpc@ (P. C. Anh), ymatsui@ (Y. Matsui) To cite this article: 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. Vol. 3, No. 5, 2014, pp. 178-186. doi: 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. Keywords: Service Quality, Retail Industry, Electronic Supermarket 1. Introduction Service quality is often regarded as a global judgment, or attitude, relating to .

• Marketing - Bán hàng
• Journa science
• International Journal of Financial Research
• Service Quality
• Retail Industry
• Electronic Supermarket
• Asian social science
• Kaizen practices
• Vietnamese manufacturing companies
• Renovation policy economy
• Market oriented economy
• Knowledge sharing
• Explicit knowledge
• Tacit knowledge
• Automobile industry
• Data envelopment analysis
• Vietnamese automobile firms
• Beverage enterprises
• Vietnamese food
• Accounting practices
• Multinomial logit model
• Interest rates
• Monetary policy
• Small and medium sized enterprises
• Lean management
• Lean implementing models
• Market segment selection
• Fuzzy QFD
• Fuzzy TOPSIS
• Non farm opportunities
• Economic growth a
• Value at Risk modelling
• Warsaw Stock Exchange
• Realized volatility
• Social feminist theory
• Liberal feminist theory
• Firm performance
• Rural credit
• Poverty reduction
• Poor household
• Northwest of Vietnam
• Developing countries
• Manufacturing sector
• Trade liberalization
• Export aversion
• Macro environment
• International business management
• Family business
• Convenience store chain
• Asymmetric volatility
• EGARCH model
• VAR model
• volatility spillovers
• Exchange rate variations
• Agricutural exports
• Agricutural market
• Behavioral economics
• Generation Y
• Facebook banking
• Retail banking services
• IT infrastructure
• Online trading system
• Input Output analysis
• Green banking
• Green financing
• SERVPERF model
• Customer satisfaction
• Gini decomposition
• Off farm income
• Ethnic minorities
• Northwest region
• Transitional economy
• Improve employee productivity
• Human resource management
• Environmental performance
• Pollution reduction
• Environmental management system
• Government environmental certificate