Measuring Dimension Of Service Quality For The Loyalty Of Customer Satisfaction:A Case Of Grocery Retail At Supermarket

Amir, Nor Nadia (2017) Measuring Dimension Of Service Quality For The Loyalty Of Customer Satisfaction:A Case Of Grocery Retail At Supermarket. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

Text (24 Pages) Measuring Dimension Of Service Quality For The Loyalty Of Customer Satisfaction A Case Of Grocery Retail At Supermarket.pdf - Submitted Version Download (493kB)

Abstract

Today’s we can see a dynamic growth competitive business environment between the sector retailing in term of technologies, management and industry.The most importance part on the retailing sector is a grocery department. Grocery is been regarded as carry business profit margin compared to the other department in the retail.As the retailer their need to focus on maximizing the market to continue the profitable.From this scenario,service quality has preserved as the element in retailing strategy.Service quality in the retail sector is how the grocer supermarket provide the quality of service on the element (responsiveness,reliability,tangibles,empathy and assurance).This five element contributes the service on physical aspect of the supermarket and the attitude of the employee with their customer.The loyalty customer satisfaction and service quality it is the two relationship need to be considered while making a retailing environment.The loyalty customer satisfaction is the emotional reaction whether the customer with the service or dissatisfied and not happy with the service quality while buys the product in the grocery supermarket.Back to this research,the purpose of conducting this research is to measure dimension of service quality for the loyalty customer satisfaction:a case of grocery retail at supermarket around the southern area in Malaysia which is Johor in Kluang and Batu Pahat.For the research methodology,the result was arranged analyse based on primary data.A total of 200 of set questionnaire have been distributed and 132 respondent among the customer adult that shopping in the grocery supermarket is used for this analysis.The data has been analysing using descriptive study,pilot test and questionnaire design.

Actions (login required)

View Item