The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions

Slack, Neale J. and Singh, Gurmeet and Sharma, Shavneet (2020) The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 12 (3). pp. 297-318. ISSN 1756-669X

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Abstract

Abstract 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. Keywords Service quality, Customer satisfaction, Customer loyalty, Empathy, Repurchase intention, Word-of-mouth, Complaining behaviour, Price sensitivity

Item Type:	Journal Article
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economics (FBE) > School of Management and Public Administration
Depositing User:	Shavneet Sharma
Date Deposited:	11 Aug 2020 04:49
Last Modified:	22 Feb 2021 22:24
URI:	http://repository.usp.ac.fj/id/eprint/12273

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