A service quality research on the Filipino supermarket industry: A modified retail service quality model

• Main Author: Leong, Pang Radium
• Format: text
• Language: English
• Published: Animo Repository 2014
• Subjects: Supermarkets—Customer services—Philippines—Quality control; Marketing
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6834
• Institution: De La Salle University

The purpose of this study was to explore the service quality in the Philippines supermarket retailing format based on a modified 4 – dimension (Physical Aspect, Reliability, Service Personnel and Policy) service quality model which was originated from Retail Service Quality Scale or named as RSQs (Dobholkar et al., 1996). Descriptive research methodology was utilized and quantitative research data gathering via a sample size of 120 respondents on the top 4 supermarket chains within Metro Manila. Statistical pre-tests such as Exploratory Factor Analysis, Cronbach’s Alpha and Construct Validity were used to examine the internal consistency of the items used, while Correlation Analysis and Multiple Regression Analysis were utilized to discover the performance of the 4 – dimension supermarket service quality model based on a hypothesis that these 4 dimensions have impact on service quality within supermarket retailing in the Philippines. The results of the questionnaire revealed that 4 dimensions service quality model could be adapted in supermarkets in the Philippines since each dimension has significant impact on service quality. iii The research suggests practitioner and scholar should pay attention to the identified service quality dimensions and key service factors in order to improve the service quality in supermarket retailing format.