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  • Công bố khoa học và công nghệ Việt Nam

Tâm lý học chuyên ngành

Đàm Trí Cường(2)(1), Nguyễn Thành Long

Mối quan hệ giữa chất lượng dịch vụ, sự hài lòng khách hàng và lòng trung thành khách hàng đối với cửa hàng tiện lợi tại tp. Hồchí minh

The relationship between service quality, customer satisfaction and loyalty for convenience stores in ho chi minh city

Tạp chí Khoa học và Công nghệ (ĐH Công nghiệp TP. Hồ Chí Minh)

2021

3

45-54

2525-2267

Chất lượng dịch vụ, sự hài lòng khách hàng, lòng trung thành khách hàng, cửa hàng tiện lợi

Servicequality, Customer satisfaction, customer loyalty, Convenience store

Nghiên cứu này nhằm xem xét mối quan hệgiữa chất lượng dịch vụ, sựhài lòng khách hàng và lòng trung thành khách hàngđối với cửa hàng tiện lợi tại TP. HồChí Minh.Các mối quan hệnày được kiểm định với 1 mẫu gồm 358 khách hàng tại các cửa hàng tiện lợi trongTP. HồChí Minh. Phân tích dữliệu thông qua sửdụng mô hình cấu trúc tuyến bình phương nhỏnhất từng phần (PLS-SEM) với phần mềm SmartPLS. Kết quảnghiên cứu cho thấy chất lượng dịch vụcó ảnh hưởng cùng chiều đến sựhài lòng khách hàngvà lòng trung thành khách hàng. Kết quảnghiên cứu cũng cho thấy sựhài lòng khách hàng là biến trung gian trong mối quan hệgiữa chất lượng dịch vụvà lòng trung thành khách hàng. Từkết quảtrên, nghiên cứu đưa ramột sốhàm ý cho nhà quản lý và hướng nghiên cứu tiếp theo

This study aims to examine the relationship between service quality, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships are tested with asample of 358 customers at convenience stores in Ho Chi Minh City. By usingthe partial least squared structure equation modeling(PLS-SEM) with SmartPLS softwarefor data analysis. The result showedthat there is a positive and significant relationshipbetween service quality on both customer satisfactionand customer loyalty.The studyalso showedthat customer satisfaction has a partial mediation role between service quality and customer loyalty. F-rom the above results, the study offers implications for managers and directions for future research

TTKHCNQG, CVv 449

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