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  • Measuring the Impacts of Service Quality on Customer Satisfaction and Customer Loyalty: A Case Study of Vietnam's Supermarket

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    NguyenPUB2920.pdf (1.093Mb)
    Author
    Nguyen, Giang Ngo Tinh
    Do, Hau Thi Kim
    Sarker, Tapan
    Year published
    2017
    Metadata
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    Abstract
    This study aims to examine comprehensively the impact of service quality dimensions on both customer satisfaction and customer loyalty as well as the effect of customer satisfaction on the factors of customer loyalty in Vietnam’s supermarkets. Using structural equation modelling and multiple regressions, the study analyzes the opinions of random 500 supermarket customers in Vietnam. Compatible with prior studies, the outcomes indicate that service quality dimensions are crucial antecedents to raise the level of customer satisfaction and customer loyalty. Also, customer satisfaction has moderate impacts on customer loyalty. Finally, the research suggests future directions to develop a better understanding of the impacts of service quality on customer satisfaction and customer loyalty in other jurisdictions and business sectors.
    Conference Title
    Proceedings of the ANZAM 2017 Conference. Creative Disruption: Managing in a Digital Age
    Publisher URI
    https://www.anzam.org/past-event-material/past-conference-papers/
    Copyright Statement
    © 2017 Australian & New Zealand Academy of Management. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the conference's website for access to the definitive, published version.
    Subject
    Consumer-Oriented Product or Service Development
    Publication URI
    http://hdl.handle.net/10072/372354
    Collection
    • Conference outputs

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