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A comparative study on service quality in the grocery retailing: evidence from Malaysia and Turkey

Ahmad, Fauziah Sh. and Ihtiyar, Ali and Omar, Rosmini (2014) A comparative study on service quality in the grocery retailing: evidence from Malaysia and Turkey. 2nd World Conference on Business, Economics and Management, 109 . pp. 763-767. ISSN 1877-0428


Official URL: https://www.researchgate.net/publication/269778007


Comparing service quality in different countries and cultures has been a recent point of interest among researchers to enhance understanding on how customers of different environments react to elements of service quality. Earlier studies were focusing on comparison among western countries or between advance western and Asian regions. This study intends to compare customers' perceptions on service quality between Malaysia and Turkey, as both are emerging economies with strong growth in grocery retail industry. Therefore, the differences of Malaysian and Turkeys' priorities of service quality items will be explored, compared and analyzed for researchers. The study is participated by 357 customer surveys from Turkey and 249 from Malaysia on an approved Scale and scores were analyzed by the principal component factor analysis. The comparison will enhance the understanding on customers' priority in Malaysia and Turkey. This is the first comparison on service quality between emerging markets of Turkey and Malaysia on how customers react in South East region and Asia-Europe cross borders area principally to enrich the bilateral trading efforts and marketing understanding between the two nations

Item Type:Article
Uncontrolled Keywords:service quality, Malaysia,, Turkey, retailing, customer satisfaction
Subjects:H Social Sciences > HF Commerce
Divisions:International Business School
ID Code:51460
Deposited By: Siti Nor Hashidah Zakaria
Deposited On:01 Feb 2016 03:52
Last Modified:27 Sep 2018 04:13

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