The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 4 August 2020
Issue publication date: 1 December 2020
Abstract
Purpose
This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction.
Design/methodology/approach
A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis.
Findings
Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions.
Research limitations/implications
This research was conducted in the supermarket sector of only one country.
Practical implications
Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector.
Originality/value
This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.
Keywords
Citation
Slack, N., Singh, G. and Sharma, S. (2020), "The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions", International Journal of Quality and Service Sciences, Vol. 12 No. 3, pp. 297-318. https://doi.org/10.1108/IJQSS-10-2019-0114
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited