Retail service quality and perceived value

Sweeney, Jill; Soutar, Geoff; Johnson, Lester W.

doi:10.1016/s0969-6989(96)00017-3

Cited by 254 publications

(166 citation statements)

References 36 publications

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“…Several studies, such as Long and McMellon (2004), Kim & Jin (2002), Siu and Cheung (2001), Sweeney et al (1997) and Dabholkar et al (1996), have explored important dimensions of service quality within the retail sector. Specifically, within the supermarket sector, Vàzquez et al (2001) and Huang (2009) found Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy to be prominent.…”

Section: Retail Service Quality Dimensionsmentioning

confidence: 99%

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

et al. 2012

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Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: Purpose: Post Apartheid, the South African supermarket sector has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments.Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings:The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to store loyalty. Originality/Value:This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

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Section: Retail Service Quality Dimensionsmentioning

confidence: 99%

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

et al. 2012

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“…Consequently, they may be influenced by these dimensions in their behavioural intentions. Theoretical and empirical studies suggest that service quality has an influence on future purchase intentions (Karatepe et al 2005;Keillor et al 2004;Zhou, 2004;Aldlaigan and Buttle, 2002;Bahia and Nantel, 2000;Cronin et al 2000;Sweeney et al 1997;Zeithaml et al 1996;Parasuraman et al 1994a;Richard and Allaway 1993). Therefore, we posit that when service quality perceptions are high, the customers' behavioural intentions are favourable, which strengthens the customer's relationship with the bank; otherwise the relationship is more likely to be weakened.…”

Section: Emprical Literature and Hypothesesmentioning

confidence: 86%

“…This interaction, obviously, affects the client's assessment of how well the service was provided in both favourable and unfavourable directions. Theoretical and empirical studies (Nagata et al 2004;Sweeney, et al 1997;Dassen 1995;Lehtinen and Lehtinen 1991;Parasuraman et al 1988 and1985;Grónroos 1984) have argued that there is a positive relationship between service quality attributes and the overall assessment of service quality. In the banking sector (Aldlaigain and Buttle 2002;Karatepe et al 2005) found that the bank quality dimensions they identified are highly correlated with overall service quality.…”

Section: Emprical Literature and Hypothesesmentioning

confidence: 99%

Empirical Service Quality in the Eritrean Banking Sector

Ghebregiorgis¹,

Atewebrhan²

2017

IJIBM

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This paper aims at measuring the quality standing of the banking sector in Eritrea. It focuses on the study of the Eritrean Commercial Banks in order to examine their performance towards quality service and behavioural intentions. The findings from the study reveal mixed evidence in that, although customers' base their banks' overall quality assessment on the service quality dimensions identified in this study, they do not consider the service quality dimensions identified to be important in their intention to spread positive word-of-mouth about their bank's services and they seem to be willing to switch to another bank even with a positive perception of service quality. Thus, there may be considerations other than the quality dimensions identi-

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“…Bielen and Demoulin, 2007), quality (e.g. Jamal and Naser, 2002), information quality (Goetzinger et al, 2007), image (Ryu, Han, and Kim, 2008;Prayag, 2008), value perception (Sweeney et al, 1996;Parasuraman and Grewal, 2000;Eggert and Ulaga, 2002;Petrick and Backman, 2002;Gallarza and Saura, 2006), and so on. Grønholdt et al (2000) affirm that customer satisfaction is a key issue for every company wishing to increase customer loyalty and thereby improve business performance.…”

Section: Satisfaction On Loyaltymentioning

confidence: 99%

Experience Value, Satisfaction and Loyalty of International Tourists in Shanghai: A PLS-SEM Analysis

Puig¹,

Xu²

2017

IBR

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The purpose of this paper is to explore loyalty and satisfaction of international tourists visiting Shanghai with tourism services through five experience value dimensions: functional value, price value, emotional value, social value and novelty value. A questionnaire was used to gather data from 166 international tourists visiting Shanghai during September-October, 2016. The measures were taken and adapted from William &Soutar (2009), andPrebensen &Rosengren (2016). Data was analyzed using SPSS 24 and SmartPlS 3.2. The results confirm a direct and significant relationship between experience value and its five dimensions. Although all the dimensions of experience value had a significant indirect effect on satisfaction and loyalty, the study showed that international tourists in Shanghai worry more about the emotional, social, and novelty value a service can offer rather than the price or functional value.

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Retail service quality and perceived value

Cited by 254 publications

References 36 publications

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Empirical Service Quality in the Eritrean Banking Sector

Experience Value, Satisfaction and Loyalty of International Tourists in Shanghai: A PLS-SEM Analysis

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