Measuring Grocery Stores Service Quality in Indonesia: A Retail Service Quality Scale Approach

About Us

Ipmi Repository is an online archive service which is managed by IPMI Library - Learning Resource Center. Established for collecting, managing, saving, preserving and disseminating digital copies of intellectual output of IPMI International Business School such as academic journal, books, theses, Group Field Project, Community Involvement Project, Case Study, conference paper, and other types of research publication. The main objective of this repository is to provide long-term, public, open access and easily retrieve to the digital collection to support teaching-learning process.

"Knowledge without observation is nil"

Leonnard, Leonnard (2017) Measuring Grocery Stores Service Quality in Indonesia: A Retail Service Quality Scale Approach. Studies and Scientific Researches. Economics Edition (26). pp. 32-44. ISSN 2066-561X

[img] Text
2.1 Dr. Leonnard Full Paper Published Studies and Scientific Reseaches- Economic Edition No 26 tahun 2017 397-1429-1-PB.pdf - Published Version
Restricted to Registered users only
Download (2MB)

Abstract

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. Keywords: service quality; retail service quality approach; grocery stores; SEM

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HF Commerce
H Social Sciences > HG Finance
Divisions: Research And Community Empowerment > Journals
Depositing User: Rizky Amalia
Date Deposited: 17 Jan 2020 03:34
Last Modified: 22 Dec 2021 07:31
URI: http://repository.ipmi.ac.id/id/eprint/11

Actions (login required)

View Item View Item