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Portrait of Johan Anselmsson. Photo.

Johan Anselmsson

Professor, Assistant head of the Department of Business Administration

Portrait of Johan Anselmsson. Photo.

Customer perceived service quality in the supermarket and the discount store. Examination of a service quality measurement scale in a Swedish context

Author

  • Johan Anselmsson

Summary, in English

Service has traditionally been a forceful competitive tool in grocery retailing. Lately discount stores has proven to be a winning concept within North European grocery re-tailing and this has evoked a renewed interest in service quality and grocery retailing. The overall aim of this study is to enhance the understanding of customer perceived service quality within grocery retailing, by testing a previously published service qual-ity model for Spanish supermarkets in a Swedish supermarket and discount store con-text. The study is based on 400 Swedish customer interviews. The result shows that the traditional grocery store performs better on all service attributes, specifically on assort-ment issues. Also, the findings call for more research on how to measure service quality in north European grocery retailing.

Department/s

  • Department of Business Administration

Publishing year

2006

Language

English

Publication/Series

Working Paper Series

Issue

1

Document type

Working paper

Publisher

Lund Institute of Economic Research

Topic

  • Business Administration

Keywords

  • Service quality
  • grocery retailing
  • scale
  • discount store
  • measurement
  • supermarket

Status

Published