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Impact of Service Quality on Customer Satisfaction: Evidence from A Mini Supermarket

Author

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  • RTLA De Silva

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • TP Ekanayake

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • HPDSN Karunasekara

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • WGAL Wijerathne

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

  • WDH De Mel

    (Department of Management and Finance, Faculty of Management, Social Sciences and Humanities, General Sir John Kotelawala Defence University, Sri Lanka)

Abstract

Service quality in retail establishments is important for customer satisfaction, retention and also to enhance customer loyalty towards the organization and its products or services. The purpose of this study is to investigate the impact of service quality factors on customer satisfaction with reference to a University based mini supermarket. Service quality was measured using the SERVQUAL model. Five dimensions of Service Quality namely Tangibles, Reliability, Responsiveness, Empathy and Assurance are considered for this research. The study employs quantitative research methodology. Primary data for the study is gathered through a structured questionnaire distributed among undergraduates. The sample has been selected based on convenient sampling method. Accordingly, the final sample size consisted of 153 respondents after removing the missing data and outliers. Regression analysis was carried out in order to study the impact of service quality dimensions on customer satisfaction. Results revealed that there is a significant positive impact of tangibility, reliability and empathy on customer satisfaction. Responsiveness and assurance have an insignificant impact on customer satisfaction. The findings of the study will be beneficial for practitioners in ensuring the service quality aspect of mini-supermarkets in order to ensure customer satisfaction

Suggested Citation

  • RTLA De Silva & TP Ekanayake & HPDSN Karunasekara & WGAL Wijerathne & WDH De Mel, 2022. "Impact of Service Quality on Customer Satisfaction: Evidence from A Mini Supermarket," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(7), pages 628-631, July.
    • Handle: RePEc:bcp:journl:v:6:y:2022:i:7:p:628-631
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    References listed on IDEAS

    as
    1. Ueltschy, Linda C. & Laroche, Michel & Zhang, Man & Cho, Hyuksoo & Yingwei, Ren, 2009. "Is there really an Asian connection? Professional service quality perceptions and customer satisfaction," Journal of Business Research, Elsevier, vol. 62(10), pages 972-979, October.
    2. Nadarajah Sivathaasan & R.A Chanaka Ushantha & Sivapalan Achchuthan, 2014. "Dimensions of Supermarket Service Quality: A Sri Lankan Perspective," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 4(7), pages 381-396.
    3. Nadarajah Sivathaasan & R. A. Chanaka Ushantha & Sivapalan Achchuthan, 2014. "Dimensions of supermarket service quality: A Sri Lankan perspective," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 4(7), pages 381-396, July.
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