文章基本信息

标题：MEASURING GROCERY STORES SERVICE QUALITY IN INDONESIA: A RETAIL SERVICE QUALITY SCALE APPROACH
本地全文：下载
作者：Leonnard
期刊名称：Studies and Scientific Researches: Economics Edition
印刷版ISSN：2066-561X
电子版ISSN：2344-1321
出版年度：2017
期号：26
页码：32-44
DOI：10.29358/sceco.v0i26.397
语种：English
出版社：University of Bacău
摘要：The growing number of modern grocery stores in Indonesia is a challenge for each grocery store to maintain and increase their number of consumers.The success of maintaining and improving service quality will affect long-term profitability and business sustainability.Therefore,in this study,we examined consumer perceptions of service quality in one of modern grocery stores in Indonesia.Data were collected from 387 consumers of grocery stores in Jakarta,Bogor,Depok,Bekasi,Cibubur,and Subang.Structural Equation Modeling (SEM) through Maximum likelihood and Bayesian estimation was employed to analyze the data.The finding indicated that the five indicators of the retail service quality scale consisting of physical aspects,reliability,personal interactions,problem solving and policies provided valid multi-item instruments in measuring consumer perceptions of service quality in grocery stores.
关键词：service quality;retail service quality approach;grocery stores;SEM