A Study on the Effects of Super-Supermarket Service Quality on Satisfaction in Store Selection

Purpose – Currently, the distribution environment has been changing rapidly because of the advent of super-supermarkets (SSM),which adopt the price break and lowest price strategies. Specifically, a diversification of the distribution environment allowed customers to reasonably decide where to shop. With a broadened range of criteria governing the choice of a store, determining changes in the distribution environment should be based on customer satisfaction surrounding the service levels of SSMs. This study examines the effects of service quality and product quality of SSMs on customer satisfaction levels, and analyzes whether these factors affect customers’ revisit intention directly. Research design and methodology – A survey method was used and 127 SSM customers responded to the questionnaires that were developed to measure service quality, product quality, customer satisfaction, and store revisit intention. A multi-regression analysis was used to test the hypotheses. Results – Except hypothesis 2, the other seven hypotheses were supported. Hypothesis 2 suggested a positive relationship between product factors and customer satisfaction. Conclusions – This study found a systematic effect of service factors and product factors on customer satisfaction and word-of-mouth, and consequently on store revisit intention.