Đánh giá chất lượng dịch vụ bán lẻ tại các siêu thị trên địa bàn bán đảo Cà Mau
Nội dung chính của bài viết
Tóm tắt
Nghiên cứu nhằm điều chỉnh và kiểm định thang đo chất lượng dịch vụ bán lẻ (RSQS) (Dabholkar và cộng sự, 1996), sự hài lòng khách hàng (Oliver, 1997), lòng trung thành khách hàng (Lam và cộng sự, 2004) vào điều kiện tiêu dùng của Việt Nam. Dựa trên mẫu nghiên cứu gồm 360 khách hàng đang sinh sống trên địa bàn bán đảo Cà Mau, nghiên cứu sử dụng mô hình cấu trúc tuyến tính SEM để kiểm định mối quan hệ giữa 3 khái niệm. Kết quả cho thấy thang đo chất lượng dịch vụ bán lẻ, sự hài lòng và lòng trung thành của khách hàng đạt được giá trị và độ tin cậy trong nghiên cứu này và lòng trung thành của khách hàng bị tác động trực tiếp và gián tiếp bởi chất lượng dịch vụ siêu thị thông qua sự hài lòng của khách hàng. Kết quả nghiên cứu cung cấp mô hình lý thuyết về mối quan hệ giữa chất lượng dịch vụ siêu thị, sự hài lòng và lòng trung thành của khác hàng trong bối cảnh tiêu dùng Việt Nam đồng thời cung cấp cơ sở cho việc đánh giá mức độ tác động của chất lượng dịch vụ siêu thị và sự hài lòng của khác hàng đối với lòng trung thành của khách hàng mua sắm tại các siêu thị trong khu vực bán đảo Cà Mau.
Chi tiết bài viết
Từ khóa
Bán đảo Cà Mau, Chất lượng dịch vụ bán lẻ, Hài lòng của khách hàng, Lòng trung thành của khách hàng
Tài liệu tham khảo
Antón, C., Camarero, C., & Carrero, M. (2007). The mediating effect of satisfaction on consumers' switching intention. Psychology & Marketing, 24(6), 511-538.
Anh, T. T., & Tai, P. M. (2013). Enhancing customer satisfaction in terms of service quality in supermarket-The case study of Big C supermarket in HCMC. Ho Chi Minh City Open University Journal Of Science-Economics And Business Administration, 3(1), 68-79.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Bolton, R. N., & Lemon, K. N. (1999). A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction. Journal of marketing research, 36(2), 171-186.
Chernetskaya, J., & Xiao, J. (2010). Measuring Retail Service Quality in Sport Stores by Using RSQS Model: A case study of Stadium in Helsinki (Master's thesis, Umeå School of Business, Economics and Statistics, Sweden).
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27.
Gobiraj, V., & Balasundaram, N. (2011). Customer Satisfaction and Customer Loyalty: A case study of retail supermarket in United Kingdom (UK). In The International Conference on Leading beyond the Horizon: Engaging Future, Sri Sai Ram Institute of Management Studies, Tambaram, India.
Gomez, M. I., McLaughlin, E. W., & Wittink, D. R. (2004). Customer satisfaction and retail sales performance: an empirical investigation. Journal of Retailing, 80(4), 265-278.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Ha, N. T., Minh, N. H., Anh, P. C., & Matsui, Y. (2015). Retailer service quality and customer loyalty: empirical evidence in Vietnam. Asian Social Science, 11(4), 90.
Habaragoda, S., & Wathsala, H. A. I. (2021). Service Quality And Customer Satisfaction: An Empirical Evaluation Of Rsqs In Sri Lankan Supermarkets. Journal of Insurance and Finance, 1(1), 1-16.
Ishaq, I. M. (2012). Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan. Serbian Journal of Management, 7(1), 25-36.
Jain, P., & Aggarwal, V. S. (2016). Validating RSQS in organised electronics retail market in India. BVIMSR’s Journal of Management Research, 8(2), 128-136.
Lai, F., Griffin, M., & Babin, B.J. (2009) How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10): 980-986.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311
Martinelli, E., & Balboni, B. (2012). Retail service quality as a key activator of grocery store loyalty. The Service Industries Journal, 32(14), 2233-2247.
Nguyen, H. T. (2020). An application of the Kano model and retail service quality scale to Vietnamese supermarkets. International Journal of Productivity and Quality Management, 31(2), 189-206.
Nguyen, P. (2017). Service quality in Finnish retailing: an exploratory study from an Asian consumers' perspective (Master's thesis, University of Tampere, Finland).
Oliver, R. L. (1999). Whence customer loyalty?. Journal of Marketing, 63(4), 33–44
Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240-249.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140-147.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Pham, T. T. (2020). Retail Service Quality Improvement in Vietnamese Supermarkets: Scale Development and Validation (Doctoral dissertation, Swinburne University of Technology).
Phạm, T.M.T. (2006). Chất lượng dịch vụ, sự thỏa mãn, và lòng trung thành của khách hàng siêu thị tại TPHCM. Tạp chí Phát triển KH&CN, 9(10), 57-70.
Ravichandran, K., Mani, B. T., Kumar, S. A., & Prabhakaran, S. (2010). Influence of service quality on customer satisfaction application of servqual model. International journal of business and management, 5(4), 117.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74(2), 223-245.
Thenmozhi, S. P. (2014). Impact of retail service quality on customer satisfaction and loyalty. Global Management Review, 8(2), 19-28.
Thomas, S. (2013). Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores. Decision, 40(1), 15-25.
Tổng cục thống kê (2022). Số lượng chợ có đến 31/12 hàng năm phân theo hạng và theo địa phương. https://www.gso.gov.vn/px-web-2/?pxid=V0804&theme=Thương%20mại%2C%20giá%20cả.
Ushantha, R. C., Wijeratne, A. W., Achchuthan, S., & Lanka, S. (2014). An assessment of retail service quality: An empirical study of the RSQS in Sri Lankan supermarkets. Developing Country Studies, 4(3), 78-90.
Wuisang, V. M., Pangemanan, S. S., & Rumokoy, F. S. (2019). a Comparative Study of Marketing Mix and Retail Service Quality Scale (Rsqs) on Minimarket (Case Study: Indomaret and Alfamart Tataaran 2). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 7(1), 631 – 640.
Zboja, J. J., & Voorhees, C. M. (2006). The impact of brand trust and satisfaction on retailer repurchase intentions. Journal of Services Marketing, 20(6), 381-390.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Anh, T. T., & Tai, P. M. (2013). Enhancing customer satisfaction in terms of service quality in supermarket-The case study of Big C supermarket in HCMC. Ho Chi Minh City Open University Journal Of Science-Economics And Business Administration, 3(1), 68-79.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Bolton, R. N., & Lemon, K. N. (1999). A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction. Journal of marketing research, 36(2), 171-186.
Chernetskaya, J., & Xiao, J. (2010). Measuring Retail Service Quality in Sport Stores by Using RSQS Model: A case study of Stadium in Helsinki (Master's thesis, Umeå School of Business, Economics and Statistics, Sweden).
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27.
Gobiraj, V., & Balasundaram, N. (2011). Customer Satisfaction and Customer Loyalty: A case study of retail supermarket in United Kingdom (UK). In The International Conference on Leading beyond the Horizon: Engaging Future, Sri Sai Ram Institute of Management Studies, Tambaram, India.
Gomez, M. I., McLaughlin, E. W., & Wittink, D. R. (2004). Customer satisfaction and retail sales performance: an empirical investigation. Journal of Retailing, 80(4), 265-278.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Ha, N. T., Minh, N. H., Anh, P. C., & Matsui, Y. (2015). Retailer service quality and customer loyalty: empirical evidence in Vietnam. Asian Social Science, 11(4), 90.
Habaragoda, S., & Wathsala, H. A. I. (2021). Service Quality And Customer Satisfaction: An Empirical Evaluation Of Rsqs In Sri Lankan Supermarkets. Journal of Insurance and Finance, 1(1), 1-16.
Ishaq, I. M. (2012). Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan. Serbian Journal of Management, 7(1), 25-36.
Jain, P., & Aggarwal, V. S. (2016). Validating RSQS in organised electronics retail market in India. BVIMSR’s Journal of Management Research, 8(2), 128-136.
Lai, F., Griffin, M., & Babin, B.J. (2009) How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10): 980-986.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311
Martinelli, E., & Balboni, B. (2012). Retail service quality as a key activator of grocery store loyalty. The Service Industries Journal, 32(14), 2233-2247.
Nguyen, H. T. (2020). An application of the Kano model and retail service quality scale to Vietnamese supermarkets. International Journal of Productivity and Quality Management, 31(2), 189-206.
Nguyen, P. (2017). Service quality in Finnish retailing: an exploratory study from an Asian consumers' perspective (Master's thesis, University of Tampere, Finland).
Oliver, R. L. (1999). Whence customer loyalty?. Journal of Marketing, 63(4), 33–44
Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240-249.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140-147.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Pham, T. T. (2020). Retail Service Quality Improvement in Vietnamese Supermarkets: Scale Development and Validation (Doctoral dissertation, Swinburne University of Technology).
Phạm, T.M.T. (2006). Chất lượng dịch vụ, sự thỏa mãn, và lòng trung thành của khách hàng siêu thị tại TPHCM. Tạp chí Phát triển KH&CN, 9(10), 57-70.
Ravichandran, K., Mani, B. T., Kumar, S. A., & Prabhakaran, S. (2010). Influence of service quality on customer satisfaction application of servqual model. International journal of business and management, 5(4), 117.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74(2), 223-245.
Thenmozhi, S. P. (2014). Impact of retail service quality on customer satisfaction and loyalty. Global Management Review, 8(2), 19-28.
Thomas, S. (2013). Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores. Decision, 40(1), 15-25.
Tổng cục thống kê (2022). Số lượng chợ có đến 31/12 hàng năm phân theo hạng và theo địa phương. https://www.gso.gov.vn/px-web-2/?pxid=V0804&theme=Thương%20mại%2C%20giá%20cả.
Ushantha, R. C., Wijeratne, A. W., Achchuthan, S., & Lanka, S. (2014). An assessment of retail service quality: An empirical study of the RSQS in Sri Lankan supermarkets. Developing Country Studies, 4(3), 78-90.
Wuisang, V. M., Pangemanan, S. S., & Rumokoy, F. S. (2019). a Comparative Study of Marketing Mix and Retail Service Quality Scale (Rsqs) on Minimarket (Case Study: Indomaret and Alfamart Tataaran 2). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 7(1), 631 – 640.
Zboja, J. J., & Voorhees, C. M. (2006). The impact of brand trust and satisfaction on retailer repurchase intentions. Journal of Services Marketing, 20(6), 381-390.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.