An Investigation of Factors Influencing Retail Service Quality Scale in the Irish Grocery Retail Market

Ghadiyaram, Krishna Datta Sarma (2024) An Investigation of Factors Influencing Retail Service Quality Scale in the Irish Grocery Retail Market. Masters thesis, Dublin, National College of Ireland.

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Abstract

Retailers in the Irish grocery market faces significant challenges when it comes to customer loyalty. Despite considered as one of the attractive markets in the European region, there is little research conducted on consumer behavioral patterns and service quality measurements in this market. Retail Service Quality Scale increasingly perceived as effective tool to influence consumer behavioral and attitudinal loyalties of the consumers to position in an highly competitive market. Existing research regarding retail service quality scale indicates that effective service quality increases consumer satisfaction and loyalty towards to the retailer. This study aims to shed light on the ways which retail service quality scale measurements of customer shopping experiences in the context of the Irish grocery retail market. Considered as five dimension construct of Physical appearance, Reliability, Personal interaction, Problem solving, and Policy. This scale ability to understand behaviour and attitudinal patterns of consumers loyalties for key findings of consumer shopping experiences and satisfactory factors. By utilizing the implementation of retail service quality scale to access consumer behavioral patterns, retailers can exponentially increase brand perception in the consumers. Exploratory surveys conducted in Dublin, Ireland, to gather primary data to test hypothesised conceptual framework. The empirical findings of this study reveals that customer behavior patterns are significantly effected by the first order dimensions of the retail service quality scale, such as policy, personal interaction, physical aspects. Brand switching can be effectively prevented by the effective evaluation of consumer satisfaction with retail service quality scale. This study results revealed that the effectiveness of Service quality scale evaluation, results an comprehensive outlook at consumer purchase patterns to create effective brand switching barriers.

Item Type:	Thesis (Masters)
Supervisors:	Name Email Walsh, Stephen UNSPECIFIED
Uncontrolled Keywords:	Retail service quality scale; Consumer behavior; Retail service quality; Personal interaction; Customer satisfaction; Shopping experience; Irish grocery retail market
Subjects:	H Social Sciences > HF Commerce > Marketing > Consumer Behaviour D History General and Old World > DA Great Britain > Ireland H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Retail Industry H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Total Quality Management
Divisions:	School of Business > Master of Science in Management
Depositing User:	Ciara O'Brien
Date Deposited:	12 Aug 2025 11:33
Last Modified:	12 Aug 2025 11:33
URI:	https://norma.ncirl.ie/id/eprint/8506

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