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Porträtt av Johan Anselmsson. Foto.

Johan Anselmsson

Biträdande prefekt Marknadsföring, Företagsekonomiska institutionen

Porträtt av Johan Anselmsson. Foto.

Customer perceived service quality in the supermarket and the discount store. Examination of a service quality measurement scale in a Swedish context

Författare

  • Johan Anselmsson

Summary, in English

Service has traditionally been a forceful competitive tool in grocery retailing. Lately discount stores has proven to be a winning concept within North European grocery re-tailing and this has evoked a renewed interest in service quality and grocery retailing. The overall aim of this study is to enhance the understanding of customer perceived service quality within grocery retailing, by testing a previously published service qual-ity model for Spanish supermarkets in a Swedish supermarket and discount store con-text. The study is based on 400 Swedish customer interviews. The result shows that the traditional grocery store performs better on all service attributes, specifically on assort-ment issues. Also, the findings call for more research on how to measure service quality in north European grocery retailing.

Avdelning/ar

  • Företagsekonomiska institutionen

Publiceringsår

2006

Språk

Engelska

Publikation/Tidskrift/Serie

Working Paper Series

Issue

1

Dokumenttyp

Working paper

Förlag

Lund Institute of Economic Research

Ämne

  • Business Administration

Nyckelord

  • Service quality
  • grocery retailing
  • scale
  • discount store
  • measurement
  • supermarket

Status

Published