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

Johan Anselmsson ()
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Johan Anselmsson: Department of Business Administration, School of Economics and Management, Lund University, Postal: Department of Business Administration, School of Economics and Management, Lund University, Box 7080, SE-220 07 Lund, Sweden

No 2006/1, Working Paper Series from Lund University, Institute of Economic Research

Abstract: 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.

Keywords: Service quality; grocery retailing; scale; measurement; discount store; supermarket (search for similar items in EconPapers)
Pages: 15 pages
Date: 2006-01-19
New Economics Papers: this item is included in nep-mkt
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