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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


  • Kajenthiran .K


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

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  • 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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    1. Olgun Kitapci & Ibrahim Taylan Dortyol & Z├╝hrem Yaman & Mustafa Gulmez, 2013. "The paths from service quality dimensions to customer loyalty: An application on supermarket customers," Management Research Review, Emerald Group Publishing, vol. 36(3), pages 239-255, March.
    2. CGIAR Research Program on Agriculture for Nutrition and Health (A4NH), 2016. "A4NH 2015 annual report," Annual reports 2016a4nh, International Food Policy Research Institute (IFPRI).
    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.
    4. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
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