PUBLICACIONES

Measuring supermarket service quality: Proposal for a scale

J. Internacional: Measuring supermarket service quality: Proposal for a scale

EDUARDO TORRES M., LUIS JARA S., JOSE MONEVA.

2008 - International Journal of Services and Standards - Vol. 4, N° 1,  Pp. 81-96.

Abstract

The success of the retail industry and especially that of supermarkets is largely determined by the services they offer. Even though service quality scales have been developed in different sectors, because of the unique characteristics of  supermarkets, it seems convenient to create a specific scale for them. The results of this study indicate that supermarket service quality is a multidimensional construct (made up of reliability, personal attention, assurance, hygiene, tangibility and accessibility) that is different from the standard constructs previously proposed. These results provide an important tool which enables the assessment and management of supermarket service quality.

Keywords

Service quality; supermarkets; customer satisfaction; structural equations; standards; retail industry; services; eliability; personal attention; assurance; hygiene; tangibility; accessibility. 

¿Quieres seguir leyendo? [Accede a la publicación completa]

Sales Summit 2017 - Unegocios FEN UChile

El Centro de Desarrollo Gerencial (Unegocios) del Departamento de Administración la Facultad de Economía y Negocios de la Universidad de Chile realizará el 1er Seminario e...

Ingeniería Comercial de FEN lidera ranking de AméricaEconomía 2017

• La Universidad de Chile se posicionó como la mejor universidad del país según el ranking 2017 de la revista América Economía.  • En el subran...

Todos los Derechos © 2014 | Departamento de Administración - Facultad de Economía y Negocios - Universidad de Chile - Diagonal Paraguay 257, torre 26, oficina 1101, piso 11, Santiago, Chile.