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An Empirical Investigation on Retail Service Quality and Its Impact on Customer Loyalty in the Supermarkets in Jaffna District, Sri Lanka

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  • Kajenthiran .K

Abstract

Over the past year there were no unique model to measure Retail Service Quality (RSQ) with related to Customer loyalty (CL). Therefore, This Study presents a new model of RSQ & CL and examines the impact of retail service quality on customer loyalty. Causal research approach under the conclusive research design was used in this study by the quantitative way to find out the influence of Retail service quality on customer loyalty. This empirical study indicated that, Retail service quality contributes significantly to Customer loyalty (F= 68.194; P

Suggested Citation

  • Kajenthiran .K, 2018. "An Empirical Investigation on Retail Service Quality and Its Impact on Customer Loyalty in the Supermarkets in Jaffna District, Sri Lanka," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 8(1), pages 1-2.
    • Handle: RePEc:spt:admaec:v:8:y:2018:i:1:f:8_1_2
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    2. Nadarajah Sivathaasan & R.A Chanaka Ushantha & Sivapalan Achchuthan, 2014. "Dimensions of Supermarket Service Quality: A Sri Lankan Perspective," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 4(7), pages 381-396.
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    6. Nadarajah Sivathaasan & R. A. Chanaka Ushantha & Sivapalan Achchuthan, 2014. "Dimensions of supermarket service quality: A Sri Lankan perspective," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 4(7), pages 381-396, July.
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    Cited by:

    1. M. Suresh & G. Mahadevan & R. Dev Abhishek, 2019. "Modelling the factors influencing the service quality in supermarkets," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 10(6), pages 1474-1486, December.
    2. Mirza Mohammad Didarul Alam & Nor Azila Mohd Noor, 2020. "The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh," SAGE Open, , vol. 10(2), pages 21582440209, May.

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