This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. | International Journal of Business and Economics Research 2014; 3(5): 178-186 Published online Octobr 30, 2014 () doi: ISSN: 2328-7543 (Print); ISSN: 2328-756X (Online) The relationship between service quality and customer loyalty in specialty supermarkets: Empirical evidence in Vietnam Nguyen Thu Ha1, Nguyen Hue Minh1, Phan Chi Anh1, Yoshiki Matsui2 1 2 Center for Business Administration Studies, University of Economics and Business, Vietnam National University, Hanoi, Vietnam Faculty of Business Administration, Yokohama National University, Yokohama, Japan Email address: hant@ (N. T. Ha), nguyenhueminh146@ (N. H. Minh), anhpc@ (P. C. Anh), ymatsui@ (Y. Matsui) To cite this article: Nguyen Thu Ha, Nguyen Hue Minh, Phan Chi Anh, Yoshiki Matsui. The Relationship between Service Quality and Customer Loyalty in Specialty Supermarkets: Empirical Evidence in Vietnam. International Journal of Business and Economics Research. Vol. 3, No. 5, 2014, pp. 178-186. doi: Abstract: This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy, and 2 Customer Loyalty items. Statistical analysis results indicate the significant relationship between Customer Loyalty and such dimensions of service quality as Physical Aspects and Problem Solving. From these findings, managerial as well as theoretical implications have been discussed. Keywords: Service Quality, Retail Industry, Electronic Supermarket 1. Introduction Service quality is often regarded as a global judgment, or attitude, relating to .
