Impact of service quality on customer satisfaction a comparison of indian and taiwanese organised grocery retail

Abstract

Introduction-The present-day retail environment has changed dramatically as a result newlineof changes in the micro and macro environmental factors. Further to this, organised newlineretail has also evolved in response to changes in the economic and psychological newlineenvironment. Even though, the share of organised retail is very less, but it is expected newlineto achieve a tremendous growth in the coming years as the new age consumers try to newlineminimize their shopping time and effort and seek more convenience and newlinepsychological satisfaction. Further, in this globally liberalised world big International newlineplayers also seek to establish their presence in Indian markets in the near future after newlinesubstantial government reforms. Also, researchers (Ueltschy, 2007) have pointed out newlinethat since customers belonging to different cultural backgrounds have different newlinepreferences and standards of service quality, therefore, it is essential for the newlineinternational marketers to understand such differences and identify critical factors to newlineensure customer satisfaction. newlinePurpose The purpose of this research study is to identify the important service newlinequality attributes of two different countries i.e., India and Taiwan such that one of newlinethem is in the maturity stage of organised retail and the other one is in the newlineintroductory stage. We also look forward to identifying the relative importance of newlinevarious dimensions in both the countries. Our study also seeks to find out the impact newlineof demographics on perceptions of customers as well as the impact of overall service newlinequality on customer satisfaction in case of both the countries. newlineDesign/methodology/approach In order to achieve the objectives of the research, newlineboth descriptive and exploratory research design have been employed such that a newlinesurvey of 600 respondents was undertaken from both India and Taiwan. Exploratory newlineFactor Analysis, Confirmatory Factor Analysis, one way ANOVA, Independent t-test newlineand Structural equation modelling were used to conduct the present research. newlineFindings The present...