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Abstract
This study aims at identifying components of retail service quality in Vietnamese Supermarkets. A survey of 440 shoppers in various supermarkets in HCMC has resulted that service quality of supermarket composes of 4 factors namely Service Personnel, Physical Aspects, Policy and Reliability. Among which, Service personnel has the strongest impact and Physical Aspects has the weakest one, while the role of Reliability is not confirmed by the data. From these findings, managerial as well as theoretical implications have been discussed.
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Article Details
Issue: Vol 10 No 8 (2007)
Page No.: 15-23
Published: Aug 31, 2007
Section: Article
DOI: https://doi.org/10.32508/stdj.v10i8.2809
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Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
How to Cite
Duy Nhat, N., & Hau, L. (2007). DETERMINANTS OF RETAIL SERVICE QUALITY - A STUDY OF SUPERMARKETS IN VIETNAM. Science and Technology Development Journal, 10(8), 15-23. https://doi.org/https://doi.org/10.32508/stdj.v10i8.2809
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