Satisfaction is a key factor for the supermarkets management. Service quality is one of the most important determinants of satisfaction. Many studies show these two variables and their
relationship in an aggregate way, but there is no research about the effects of its dimensions independently. This study aims to analyze, in the supermarket context, which of the service quality dimensions has a satisfactor role and which of them are hygiene factors. Results show that reliability, tangibles, accessibility and security are satisfactor dimensions or have a dual role, while supermarketʼs hygiene and personal attention are hygiene factors. These results are useful for supermarketʼs managers for a better assignment of resources in order to achieve the satisfaction of their customers.
Keywords:
Satisfaction, hygiene factors, supermarkets, service quality
Torres M., E., Manzur M., E., Hidalgo C., P., & Barra V., C. (2008). Relationship between the dimensions of service quality and satisfaction: an analysis of the hygienic and satisfactory components. Estudios De Administración, 15(1), 65–92. https://doi.org/10.5354/0719-0816.2008.56411
