IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v6y2022i7p628-631.html
   My bibliography  Save this article

Impact of Service Quality on Customer Satisfaction: Evidence from A Mini Supermarket

Author

Listed:
  • RTLA De Silva

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • TP Ekanayake

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • HPDSN Karunasekara

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • WGAL Wijerathne

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • WDH De Mel

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

Abstract

Service quality in retail establishments is important for customer satisfaction, retention and also to enhance customer loyalty towards the organization and its products or services. The purpose of this study is to investigate the impact of service quality factors on customer satisfaction with reference to a University based mini supermarket. Service quality was measured using the SERVQUAL model. Five dimensions of Service Quality namely Tangibles, Reliability, Responsiveness, Empathy and Assurance are considered for this research. The study employs quantitative research methodology. Primary data for the study is gathered through a structured questionnaire distributed among undergraduates. The sample has been selected based on convenient sampling method. Accordingly, the final sample size consisted of 153 respondents after removing the missing data and outliers. Regression analysis was carried out in order to study the impact of service quality dimensions on customer satisfaction. Results revealed that there is a significant positive impact of tangibility, reliability and empathy on customer satisfaction. Responsiveness and assurance have an insignificant impact on customer satisfaction. The findings of the study will be beneficial for practitioners in ensuring the service quality aspect of mini-supermarkets in order to ensure customer satisfaction

Suggested Citation

  • RTLA De Silva & TP Ekanayake & HPDSN Karunasekara & WGAL Wijerathne & WDH De Mel, 2022. "Impact of Service Quality on Customer Satisfaction: Evidence from A Mini Supermarket," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(7), pages 628-631, July.
    • Handle: RePEc:bcp:journl:v:6:y:2022:i:7:p:628-631
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-6-issue-7/628-631.pdf
    Download Restriction: no
    File URL: https://www.rsisinternational.org/virtual-library/papers/impact-of-service-quality-on-customer-satisfaction-evidence-from-a-mini-supermarket/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ueltschy, Linda C. & Laroche, Michel & Zhang, Man & Cho, Hyuksoo & Yingwei, Ren, 2009. "Is there really an Asian connection? Professional service quality perceptions and customer satisfaction," Journal of Business Research, Elsevier, vol. 62(10), pages 972-979, October.
    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.
    3. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. 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.
    2. Min Zhang & Biying Jin & G. Alan Wang & Thong Ngee Goh & Zhen He, 2016. "A Study of Key Success Factors of Service Enterprises in China," Journal of Business Ethics, Springer, vol. 134(1), pages 1-14, March.
    3. Raschke, Robyn L. & Krishen, Anjala S. & Kachroo, Pushkin & Maheshwari, Pankaj, 2013. "A combinatorial optimization based sample identification method for group comparisons," Journal of Business Research, Elsevier, vol. 66(9), pages 1267-1271.
    4. Diallo, Mbaye Fall & Seck, Anne Marianne, 2018. "How store service quality affects attitude toward store brands in emerging countries: Effects of brand cues and the cultural context," Journal of Business Research, Elsevier, vol. 86(C), pages 311-320.
    5. Zhu, Ying & Freeman, Susan & Cavusgil, S. Tamer, 2018. "Service quality delivery in a cross-national context," International Business Review, Elsevier, vol. 27(5), pages 1022-1032.
    6. Tobacyk, Jerome J. & Babin, Barry J. & Attaway, Jill S. & Socha, Stanislaw & Shows, David & James, Kevin, 2011. "Materialism through the eyes of Polish and American consumers," Journal of Business Research, Elsevier, vol. 64(9), pages 944-950, September.
    7. Mohamed Ali Barakat, 2021. "Factors Affecting Brand Equity in Fast Food Restaurants Industry in Egypt," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(5), pages 117-117, July.
    8. Ladhari, Riadh & Pons, Frank & Bressolles, Grégory & Zins, Michel, 2011. "Culture and personal values: How they influence perceived service quality," Journal of Business Research, Elsevier, vol. 64(9), pages 951-957, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:6:y:2022:i:7:p:628-631. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://www.rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.