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Assessing the Determinants of Customer Satisfaction in Major Supermarkets in Vietnam
Journal of Economics and Management Sciences
View Archive Info| Field | Value | |
| Title |
Assessing the Determinants of Customer Satisfaction in Major Supermarkets in Vietnam
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| Creator |
Nguyen, Cuong Quoc
Doan, Truc Nguyen, Duy |
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| Description |
This study attempts to identify the determinants of customer satisfaction in major supermarkets in Vietnam. The sample size includes 250 responses collected by convenient method at supermarkets in Vietnam. The SERVQUAL model is employed and Exploratory Factors Analysis is utilised as research design. The results confirm that customer satisfaction is positively influenced by tangibility, empathy, responsiveness, assurance and reliablity. The strongest determinant of customer satisfaction is responsiveness (β=0.261). From these findings, some recommendations for Vietnamese supermarkets to improve their customer satisfaction were proposed.
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| Publisher |
IDEAS SPREAD INC
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| Date |
2018-05-18
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
https://j.ideasspread.org/index.php/jems/article/view/57
10.30560/jems.v1n1p78 |
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| Source |
Journal of Economics and Management Sciences; Vol 1 No 1 (2018); p78
2576-3016 2576-3008 |
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| Language |
eng
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| Relation |
https://j.ideasspread.org/index.php/jems/article/view/57/21
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| Coverage |
Measuring service quality using SERVQUAL model (Kumar et al., 2009)
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| Rights |
Copyright (c) 2018 Cuong Quoc Nguyen, Truc Doan, Duy Nguyen
http://creativecommons.org/licenses/by/4.0 |
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