Measurement factors affecting service quality chain of convenience stores in Ho Chi Minh City
Main Article Content
Abstract
This study aims to measure the service quality of convenience store chains in Ho Chi Minh City. On that basis, some policy and administrative implications are proposed to improve the service quality of this convenience store chain. The proposed research model inherits from the RSQS research model of Dalholkar et al., (1996) and is tested by the method of qualitative research combined with quantitative research. Qualitative research was conducted using the focus group discussion technique, including 4 groups of customers and retail professionals. Quantitative research to test the research model and research hypotheses, research data is collected by questionnaire interview form, collected from 1000 customers. Research results show that the service quality of convenience store chains in the Ho Chi Minh city consists of components ranked in descending order of importance: Prestige, Convenience, Display, Service staff, Attitude, Empathy, Policy.
Article Details
Keywords
Service quality, Chuỗi cửa hàng tiện lợi
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