Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic
International Journal of Electronic Marketing and Retailing; Vol. 16, No. 1; pp: 21-38
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| 格式: | Bài viết |
| 语言: | English |
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International Journal of Electronic Marketing and Retailing
2025
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| 在线阅读: | https://doi.org/10.1504/IJEMR.2025.143044 https://elib.vku.udn.vn/handle/123456789/5823 |
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| Thư viện lưu trữ: | Trường Đại học Công nghệ Thông tin và Truyền thông Việt Hàn - Đại học Đà Nẵng |
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oai:elib.vku.udn.vn:123456789-58232025-11-15T10:47:12Z Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic Tran, Thien Vu Nguyen, Thi Hoai Nhi service quality customer satisfaction customer loyalty retail industry Vietnam COVID-19 International Journal of Electronic Marketing and Retailing; Vol. 16, No. 1; pp: 21-38 In-store service quality and customer satisfaction, with its final effect on customer loyalty, have attracted relatively little attention during the COVID-19 pandemic in Vietnam. This study examines the causal links among service quality, customer satisfaction and loyalty in Vietnam retail industry. A questionnaire-based survey collected data from 249 Vietnamese customers from a supermarket in Danang City during the lockdown. The research model was validated using PLS-SEM. The findings show that: 1) physical aspects, reliability, personal interaction, customer care, and policy as the five components of service quality positively influence customer satisfaction; 2) customer satisfaction has a positive influence on loyalty and also plays a mediating role linking service quality and loyalty; 3) among these components, reliability and customer care make a difference between direct purchase and shopping through electronic devices. Consequently, retail managers should significantly improve the five dimensions of service quality to maintain customer satisfaction and loyalty; among these dimensions, reliability and customer care should be considerably paid attention to when customers purchase online. 2025-11-15T10:46:59Z 2025-11-15T10:46:59Z 2024-12 Working Paper 1741-1033 (e) 1741-1025 (p) https://doi.org/10.1504/IJEMR.2025.143044 https://elib.vku.udn.vn/handle/123456789/5823 en application/pdf International Journal of Electronic Marketing and Retailing |
| institution |
Trường Đại học Công nghệ Thông tin và Truyền thông Việt Hàn - Đại học Đà Nẵng |
| collection |
DSpace |
| language |
English |
| topic |
service quality customer satisfaction customer loyalty retail industry Vietnam COVID-19 |
| spellingShingle |
service quality customer satisfaction customer loyalty retail industry Vietnam COVID-19 Tran, Thien Vu Nguyen, Thi Hoai Nhi Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic |
| description |
International Journal of Electronic Marketing and Retailing; Vol. 16, No. 1; pp: 21-38 |
| format |
Working Paper |
| author |
Tran, Thien Vu Nguyen, Thi Hoai Nhi |
| author_facet |
Tran, Thien Vu Nguyen, Thi Hoai Nhi |
| author_sort |
Tran, Thien Vu |
| title |
Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic |
| title_short |
Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic |
| title_full |
Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic |
| title_fullStr |
Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic |
| title_full_unstemmed |
Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic |
| title_sort |
links among service quality, customer satisfaction and loyalty in vietnam retail industry during the covid-19 pandemic |
| publisher |
International Journal of Electronic Marketing and Retailing |
| publishDate |
2025 |
| url |
https://doi.org/10.1504/IJEMR.2025.143044 https://elib.vku.udn.vn/handle/123456789/5823 |
| _version_ |
1849386268744482816 |