Author:
Nguyen The Ninh,Nguyen Hoang Long,Cao Tuan Khanh,Phan Thi Thu Hoai
Abstract
<p>There is a paucity of knowledge relating to retail service quality and customer loyalty intentions in emerging markets, and especially in Vietnam. The purpose of this study is to investigate the relationship between these two variables in the Vietnam retail sector. Survey data are collected from 502 respondents who are current customers of eight retail stores in the city of Hanoi. The results support five dimensions of retail service quality, namely personal interaction, store policy, physical aspects, reliability and problem solving. Out of these, three dimensions of reliability, personal interaction and problem solving are significantly associated with customer loyalty intentions. This study contributes to the evolving literature and suggests that local and foreign retailers should particularly invest time and effort to increase stores’ reliability, quality of customer interaction and effectiveness in solving customer problems. </p>
Publisher
Canadian Center of Science and Education
Subject
General Economics, Econometrics and Finance,General Social Sciences,General Arts and Humanities
Cited by
5 articles.
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