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Abstract
The purpose of this paper is to compare the two models SERVQUAL and SERVPERF measuring service quality. Based on a survey of 225 shoppers in HCMC, the findings show that SERVPERF outperforms SERVQUAL in its power to explain customer satisfaction towards retailing services in Vietnamese Supermarkets. The study also finds that all five components of SERVPERF including reliability, responsiveness, assurance, empathy and tangibles have significant impacts on customer satisfaction in supermarkets. Among these components, tangibles is the most important determinant.
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Article Details
Issue: Vol 10 No 8 (2007)
Page No.: 24-32
Published: Aug 31, 2007
Section: Article
DOI: https://doi.org/10.32508/stdj.v10i8.2810
Copyright Info
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
Phong, N., & Thuy, P. (2007). SERVQUAL OR SERVPERF-A COMPARATIVE STUDY IN VIETNAMESE SUPERMARKETS. Science and Technology Development Journal, 10(8), 24-32. https://doi.org/https://doi.org/10.32508/stdj.v10i8.2810
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