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Customer perceived service quality in the supermarket and the discount store. Examination of a service quality measurement scale in a Swedish context

Anselmsson, Johan LU (2006) In Working Paper Series
Abstract
Service has traditionally been a forceful competitive tool in grocery retailing. Lately discount stores has proven to be a winning concept within North European grocery re-tailing and this has evoked a renewed interest in service quality and grocery retailing. The overall aim of this study is to enhance the understanding of customer perceived service quality within grocery retailing, by testing a previously published service qual-ity model for Spanish supermarkets in a Swedish supermarket and discount store con-text. The study is based on 400 Swedish customer interviews. The result shows that the traditional grocery store performs better on all service attributes, specifically on assort-ment issues. Also, the findings call for more... (More)
Service has traditionally been a forceful competitive tool in grocery retailing. Lately discount stores has proven to be a winning concept within North European grocery re-tailing and this has evoked a renewed interest in service quality and grocery retailing. The overall aim of this study is to enhance the understanding of customer perceived service quality within grocery retailing, by testing a previously published service qual-ity model for Spanish supermarkets in a Swedish supermarket and discount store con-text. The study is based on 400 Swedish customer interviews. The result shows that the traditional grocery store performs better on all service attributes, specifically on assort-ment issues. Also, the findings call for more research on how to measure service quality in north European grocery retailing. (Less)
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Working Paper
publication status
published
subject
keywords
Service quality, grocery retailing, scale, discount store, measurement, supermarket
in
Working Paper Series
issue
1
pages
15 pages
publisher
Lund Institute of Economic Research
language
English
LU publication?
yes
id
4ecd6a99-5e38-4f97-9967-d49f22db61e7 (old id 8261341)
date added to LUP
2015-12-07 10:59:29
date last changed
2016-04-16 08:45:02
@misc{4ecd6a99-5e38-4f97-9967-d49f22db61e7,
  abstract     = {Service has traditionally been a forceful competitive tool in grocery retailing. Lately discount stores has proven to be a winning concept within North European grocery re-tailing and this has evoked a renewed interest in service quality and grocery retailing. The overall aim of this study is to enhance the understanding of customer perceived service quality within grocery retailing, by testing a previously published service qual-ity model for Spanish supermarkets in a Swedish supermarket and discount store con-text. The study is based on 400 Swedish customer interviews. The result shows that the traditional grocery store performs better on all service attributes, specifically on assort-ment issues. Also, the findings call for more research on how to measure service quality in north European grocery retailing.},
  author       = {Anselmsson, Johan},
  keyword      = {Service quality,grocery retailing,scale,discount store,measurement,supermarket},
  language     = {eng},
  number       = {1},
  pages        = {15},
  publisher    = {ARRAY(0x9bc89a0)},
  series       = {Working Paper Series},
  title        = {Customer perceived service quality in the supermarket and the discount store. Examination of a service quality measurement scale in a Swedish context},
  year         = {2006},
}