The Influence of service quality on customer loyalty intentions: A study in the Vietnam retail sector

The Ninh Nguyen, Hoang Long Nguyen, Tuan Khanh Cao, Thi Thu Hoai Phan

Research output: Contribution to journalArticlepeer-review

Abstract

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.

Original languageEnglish
Pages (from-to)112-119
Number of pages8
JournalAsian Social Science
Volume12
Issue number2
DOIs
Publication statusPublished - Feb 2016
Externally publishedYes

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