IDEAS home Printed from https://ideas.repec.org/a/spr/ijsaem/v10y2019i6d10.1007_s13198-019-00897-4.html
   My bibliography  Save this article

Modelling the factors influencing the service quality in supermarkets

Author

Listed:
  • M. Suresh

    (Amrita School of Business)

  • G. Mahadevan

    (Amrita School of Business)

  • R. Dev Abhishek

    (Amrita School of Business)

Abstract

Supermarkets are large food stores operating to a considerable degree on self-service basis. The supermarkets have significant impact on food prices across the globe. The paper aims at identifying and studying the major factors influencing the service quality in supermarkets, using the interpretive structural modelling (ISM) technique. Then, knowledge of the characteristics of the service quality factors identified as such can help supermarket managers focus on the varying levels of their resources. They can use the findings of the ISM model and the MICMAC analysis to intelligently combine the effects of each factor of service quality. Distribution services, service orientation, price and reliability are found to be the most important driving factors of the supermarkets service quality.

Suggested Citation

  • M. Suresh & G. Mahadevan & R. Dev Abhishek, 2019. "Modelling the factors influencing the service quality in supermarkets," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 10(6), pages 1474-1486, December.
    • Handle: RePEc:spr:ijsaem:v:10:y:2019:i:6:d:10.1007_s13198-019-00897-4
    DOI: 10.1007/s13198-019-00897-4
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s13198-019-00897-4
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s13198-019-00897-4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Rana Majumdar & P. K. Kapur & Sunil K. Khatri, 2016. "Assessment of environmental factors affecting software development process using ISM & MICMAC analysis," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 7(4), pages 435-441, December.
    2. Olgun Kitapci & Ibrahim Taylan Dortyol & Zührem Yaman & Mustafa Gulmez, 2013. "The paths from service quality dimensions to customer loyalty," Management Research Review, Emerald Group Publishing Limited, vol. 36(3), pages 239-255, March.
    3. Mbaye Fall Diallo & Anne Marianne Seck, 2018. "How store service quality affects attitude toward store brands in emerging countries: Effects of brand cues and the cultural context," Post-Print hal-01794392, HAL.
    4. Roger Betancourt & Margaret Malanoski, 1999. "An Estimable Model of Supermarket Behavior: Prices, Distribution Services and Some Effects of Competition," Empirica, Springer;Austrian Institute for Economic Research;Austrian Economic Association, vol. 26(1), pages 55-73, March.
    5. Madhukar Patil & M. Suresh, 2019. "Modelling the Enablers of Workforce Agility in IoT Projects: A TISM Approach," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(2), pages 157-175, June.
    6. Hossain, Tasnim M Taufique & Akter, Shahriar & Kattiyapornpong, Uraiporn & Dwivedi, Yogesh K., 2019. "Multichannel integration quality: A systematic review and agenda for future research," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 154-163.
    7. Indu Uprety & Amit Chaudhary, 2017. "Tri-service model: a concept of service quality," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 823-835, November.
    8. Rahul Sindhwani & Vasdev Malhotra, 2017. "Modelling and analysis of agile manufacturing system by ISM and MICMAC analysis," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 253-263, June.
    9. Santosh B. Rane & Milind Shrikant Kirkire, 2016. "Analysis of barriers to medical device development in India: an interpretive structural modelling approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 7(3), pages 356-369, September.
    10. Nitasha Hasteer & Abhay Bansal & B. K. Murthy, 2017. "Assessment of cloud application development attributes through interpretive structural modeling," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 1069-1078, November.
    11. Rajesh Attri & Sandeep Grover, 2017. "Analysis of quality enabled factors of production planning system stage of production system life cycle using interpretive structural modelling approach," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 22(1), pages 22-41.
    12. Pravin Kumar & Rajesh K. Singh & Rakesh Kumar, 2017. "An integrated framework of interpretive structural modeling and graph theory matrix approach to fix the agility index of an automobile manufacturing organization," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(1), pages 342-352, January.
    13. Suman Gothwal & Tilak Raj, 2017. "Analyzing the factors affecting the flexibility in FMS using weighted interpretive structural modeling (WISM) approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 408-422, June.
    14. Diallo, Mbaye Fall & Seck, Anne Marianne, 2018. "How store service quality affects attitude toward store brands in emerging countries: Effects of brand cues and the cultural context," Journal of Business Research, Elsevier, vol. 86(C), pages 311-320.
    15. Ömer Torlak & Cevahir Uzkurt & Müjdat Özmen, 2010. "Dimensions of service quality in grocery retailing: a case from Turkey," Management Research Review, Emerald Group Publishing Limited, vol. 33(5), pages 413-422, April.
    16. Santosh B. Rane & Milind Shrikant Kirkire, 2017. "Interpretive structural modelling of risk sources in medical device development process," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(1), pages 451-464, January.
    17. V. N. Aju kumar & Piyush Gupta & O. P. Gandhi, 2019. "Maintenance performance evaluation using an integrated approach of graph theory, ISM and matrix method," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 10(1), pages 57-82, February.
    18. Rajesh Attri & Sandeep Grover, 2017. "Modelling the quality enabled factors of facility layout design stage of production system life cycle," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(1), pages 413-423, January.
    19. Kajenthiran .K, 2018. "An Empirical Investigation on Retail Service Quality and Its Impact on Customer Loyalty in the Supermarkets in Jaffna District, Sri Lanka," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 8(1), pages 1-2.
    20. Shruti Nagpal & Ashok Kumar & Sunil Kumar Khatri, 2017. "Modeling interrelationships between CSF in ERP implementations: total ISM and MICMAC approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(4), pages 782-798, December.
    21. Lakhan Patidar & Vimlesh Kumar Soni & Pradeep Kumar Soni, 2017. "Manufacturing wastes analysis in lean environment: an integrated ISM-fuzzy MICMAC approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 1783-1809, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Aswathy Sreenivasan & Suresh Ma & Ateekh Ur Rehman & Shanthi Muthuswamy, 2023. "Assessment of Factors Influencing Agility in Start-Ups Industry 4.0," Sustainability, MDPI, vol. 15(9), pages 1-22, May.
    2. Anastasia S. Saridou & Athanasios P. Vavatsikos & Evangelos Grigoroudis, 2024. "Multi-store consumer satisfaction benchmarking using spatial multiple criteria decision analysis," Operational Research, Springer, vol. 24(2), pages 1-26, June.
    3. Gobinda Roy & Rajarshi Debnath & Partha Sarathi Mitra & Avinash K. Shrivastava, 2021. "Analytical study of low-income consumers’ purchase behaviour for developing marketing strategy," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(5), pages 895-909, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Shailendra Kumar & Manik Gupta & Mohd Suhaib & Mohammad Asjad, 2021. "Current status, enablers and barriers of implementing cellular manufacturing system in sports industry through ISM," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(3), pages 345-360, June.
    2. Santosh B. Rane & Sandesh Wavhal & Prathamesh R. Potdar, 2023. "Integration of Lean Six Sigma with Internet of Things (IoT) for productivity improvement: a case study of contactor manufacturing industry," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 14(5), pages 1990-2018, October.
    3. Odou, Philippe & Schill, Marie, 2020. "How anticipated emotions shape behavioral intentions to fight climate change," Journal of Business Research, Elsevier, vol. 121(C), pages 243-253.
    4. Jee-Won Kang & Young Namkung, 2022. "Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
    5. Rajiv Kumar Sharma, 2022. "Examining interaction among supplier selection strategies in an outsourcing environment using ISM and fuzzy logic approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(5), pages 2175-2194, October.
    6. Konuk, Faruk Anıl, 2020. "Trust transfer from manufacturer to private label brand: The moderating role of grocery store format," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    7. André Luiz Romano & Luís Miguel D. F. Ferreira & Sandra Sofia F. S. Caeiro, 2021. "Modelling Sustainability Risk in the Brazilian Cosmetics Industry," Sustainability, MDPI, vol. 13(24), pages 1-26, December.
    8. Mirco Peron & Giuseppe Fragapane & Fabio Sgarbossa & Michael Kay, 2020. "Digital Facility Layout Planning," Sustainability, MDPI, vol. 12(8), pages 1-17, April.
    9. Santosh B. Rane & Yahya A. M. Narvel, 2021. "Leveraging the industry 4.0 technologies for improving agility of project procurement management processes," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(6), pages 1146-1172, December.
    10. Badrinarayanan, Vishag & Becerra, Enrique P., 2019. "Antecedents and consequences of shoppers' attitude toward branded store-within-stores: An exploratory framework," Journal of Business Research, Elsevier, vol. 105(C), pages 189-200.
    11. Philippe Odou & Marie Schill, 2020. "How anticipated emotions shape behavioral intentions to fight climate change," Post-Print hal-02929920, HAL.
    12. Song, Yan & Zhang, Lu & Zhang, Ming, 2022. "Research on the impact of public climate policy cognition on low-carbon travel based on SOR theory—Evidence from China," Energy, Elsevier, vol. 261(PA).
    13. Lin, Yi-Hsin & Lin, Feng-Jyh & Wang, Kuo-Hsiung, 2021. "The effect of social mission on service quality and brand image," Journal of Business Research, Elsevier, vol. 132(C), pages 744-752.
    14. Shuvam Chatterjee & Pawel Bryla & Mahmoud Ibraheam Saleh, 2024. "Cross-cultural differences in the effects of the ambient scent on in-store behavior: the role of companionship," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 51(3), pages 339-354, September.
    15. Fuduric, Morana & Varga, Akos & Horvat, Sandra & Skare, Vatroslav, 2022. "The ways we perceive: A comparative analysis of manufacturer brands and private labels using implicit and explicit measures," Journal of Business Research, Elsevier, vol. 142(C), pages 221-241.
    16. Boojihawon, Dev Kumar & Richeri, Augusto & Liu, Yipeng & Chicksand, Daniel, 2021. "Agile route-to-market distribution strategies in emerging markets: The case of Paraguay," Journal of International Management, Elsevier, vol. 27(1).
    17. Josep Lladós-Masllorens & Antoni Meseguer-Artola & Inma Rodríguez-Ardura, 2020. "Understanding Peer-to-Peer, Two-Sided Digital Marketplaces: Pricing Lessons from Airbnb in Barcelona," Sustainability, MDPI, vol. 12(13), pages 1-19, June.
    18. Sujan Piya & Ahm Shamsuzzoha & Mohammad Khadem & Nasr Al-Hinai, 2020. "Identification of Critical Factors and Their Interrelationships to Design Agile Supply Chain: Special Focus to Oil and Gas Industries," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 21(3), pages 263-281, September.
    19. Ehsan Samiei & Jafar Habibi, 2020. "The Mutual Relation Between Enterprise Resource Planning and Knowledge Management: A Review," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 21(1), pages 53-66, March.
    20. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:ijsaem:v:10:y:2019:i:6:d:10.1007_s13198-019-00897-4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.