The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions
Purpose: This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. Design/methodology/approach: A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis. Findings: Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions. Research limitations/implications: This research was conducted in the supermarket sector of only one country. Practical implications: Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector. Originality/value: This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.
Year of publication: |
2020
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Authors: | Slack, Neale ; Singh, Gurmeet ; Sharma, Shavneet |
Published in: |
International Journal of Quality and Service Sciences. - Emerald, ISSN 1756-669X, ZDB-ID 2490487-9. - Vol. 12.2020, 3 (03.08.), p. 297-318
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Publisher: |
Emerald |
Saved in:
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