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

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Author(s)
Nguyen, Giang Ngo Tinh
Do, Hau Thi Kim
Sarker, Tapan
Griffith University Author(s)
Year published
2017
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Show full item recordAbstract
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. ...
View more >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.
View less >
View more >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.
View less >
Conference Title
Proceedings of the ANZAM 2017 Conference. Creative Disruption: Managing in a Digital Age
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