Title

A Service quality research on the filipino supermarket Industry: A modified retail service quality model

Date of Publication

2014

Document Type

Master's Thesis

Degree Name

Master of Science in Marketing

College

Ramon V. Del Rosario College of Business

Department/Unit

Marketing and Advertising Department

Thesis Adviser

Julie Tanada

Abstract/Summary

The purpose of this study was to explore the service quality in the Philippines supermarket retailing format based on a modified 4 dimension (Physical Aspect, Reliability, Service Personnel and Policy) service quality model which was originated from Retail Service Quality Scale or named as RSQs (Dobholkar et al., 1996).

Descriptive research methodology was utilized and quantitative research data gathering via a sample size of 120 respondents on the top 4 supermarket chains within Metro Manila.

Statistical pre-tests such as Exploratory Factor Analysis, Cronbachs Alpha and Construct Validity were used to examine the internal consistency of the items used, while Correlation Analysis and Multiple Regression Analysis were utilized to discover the performance of the 4 dimension supermarket service quality model based on a hypothesis that these 4 dimensions have impact on service quality within supermarket retailing in the Philippines.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG005708

Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

one computer optical disc.

This document is currently not available here.

Share

COinS