Service Quality in Grocery Retailing: The Study of a Japanese Supermarket in Hong Kong

It is argued that adapting services to foreign markets is more difficult than adapting tangible products, but current measures of service quality of retail grocery in the global market are scarce. A Retail Service Quality instrument is adopted to examine the service quality of a Japanese supermarket...

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Bibliographic Details
Published in:Journal of international consumer marketing 2003-07, Vol.16 (1), p.71
Main Authors: Siu, Noel Y M, Chow, Donald K H
Format: Article
Language:English
Subjects:
Customer satisfaction
Discriminant analysis
Grocery stores
Quality of service
Studies
Online Access:Get full text
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Summary:It is argued that adapting services to foreign markets is more difficult than adapting tangible products, but current measures of service quality of retail grocery in the global market are scarce. A Retail Service Quality instrument is adopted to examine the service quality of a Japanese supermarket in Hong Kong and its impact on customer satisfaction and future consumption behavior. Five service dimensions emerged in the study. They are namely, Personal Interaction, Trustworthiness, Physical Aspect, Policy and Reliability. Of these dimensions, Personal Interaction and Physical Aspect are shown to be the salient elements in determining customer satisfaction and future consumption behavior. Implications and recommendation for retailers are discussed.
ISSN:0896-1530
1528-7068