Dimensions of service quality in grocery retailing: a case from Turkey

Abstract

Purpose

The purpose of this paper is to determine the difference between service quality dimensions of supermarkets and discount stores.

Design/methodology/approach

The paper focuses on service quality dimensions of customers in supermarkets and discount stores. The study has selected one store from each retailer type located in Eskisehir, Turkey and used the scale of the service quality of retail stores. The research has employed a face‐to‐face questionnaire for collecting data from customers on different days and at different hours of the week. A total of 891 questionnaires, 682 for supermarkets and 209 for discount stores, have been analysed.

Findings

Results indicate that the customers of the supermarket and the discount store differ in their perception of some service quality dimensions. While the supermarket customers perceive physical aspects and store policy dimensions at a higher level, the discount store's customers give more priority to interaction with personnel dimension.

Research limitations/implications

Further qualitative studies can provide deeper insights about service quality dimensions of supermarkets and discount stores. The results are also a starting point for further academic research about the different retailer types.

Practical implications

The paper contributes to the understanding of behaviours and attitudes of supermarket and discount store customers. Retailers in Turkey will primarily benefit from the study.

Originality/value

The paper compares the customer perception of service quality dimensions of two different types of grocery retailers; a supermarket and a discount store.

Citation

Torlak, Ö., Uzkurt, C. and Özmen, M. (2010), "Dimensions of service quality in grocery retailing: a case from Turkey", Management Research Review, Vol. 33 No. 5, pp. 413-422. https://doi.org/10.1108/01409171011041866