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The Influence of Service Quality on Customer Loyalty Intentions: A Study in the Vietnam Retail Sector

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  • The Ninh Nguyen
  • Hoang Long Nguyen
  • Tuan Khanh Cao
  • Thi Thu Hoai Phan

Abstract

There is a paucity of knowledge relating to retail service quality and customer loyalty intentions in emerging markets, and especially in Vietnam. The purpose of this study is to investigate the relationship between these two variables in the Vietnam retail sector. Survey data are collected from 502 respondents who are current customers of eight retail stores in the city of Hanoi. The results support five dimensions of retail service quality, namely personal interaction, store policy, physical aspects, reliability and problem solving. Out of these, three dimensions of reliability, personal interaction and problem solving are significantly associated with customer loyalty intentions. This study contributes to the evolving literature and suggests that local and foreign retailers should particularly invest time and effort to increase stores’ reliability, quality of customer interaction and effectiveness in solving customer problems.Â

Suggested Citation

  • The Ninh Nguyen & Hoang Long Nguyen & Tuan Khanh Cao & Thi Thu Hoai Phan, 2016. "The Influence of Service Quality on Customer Loyalty Intentions: A Study in the Vietnam Retail Sector," Asian Social Science, Canadian Center of Science and Education, vol. 12(2), pages 112-112, February.
    • Handle: RePEc:ibn:assjnl:v:12:y:2016:i:2:p:112
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    References listed on IDEAS

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    1. W. To & Joyce Tam & Millissa Cheung, 2013. "Explore how Chinese consumers evaluate retail service quality and satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 121-142, March.
    2. Gonzalez, Maria Elisa Alen & Comesana, Lorenzo Rodriguez & Brea, Jose Antonio Fraiz, 2007. "Assessing tourist behavioral intentions through perceived service quality and customer satisfaction," Journal of Business Research, Elsevier, vol. 60(2), pages 153-160, February.
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    Cited by:

    1. 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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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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