SERVICE QUALITY DIMENSIONS MANIFEST IN OMNICHANNEL SUPERMARKET RETAIL
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F25%3A63590118" target="_blank" >RIV/70883521:28120/25:63590118 - isvavai.cz</a>
Result on the web
<a href="https://scindeks.ceon.rs/Article.aspx?artid=1452-48642501117F" target="_blank" >https://scindeks.ceon.rs/Article.aspx?artid=1452-48642501117F</a>
DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
SERVICE QUALITY DIMENSIONS MANIFEST IN OMNICHANNEL SUPERMARKET RETAIL
Original language description
Businesses have increasingly adopted omnichannel retail strategies to deliver seamless services and enhance customer experiences across multiple channels. However, many have done so without fully understanding customer expectations in the globally integrated market. Despite the rise of new customer expectations compared to traditional services, research on service quality within omnichannel retail remains scarce. This study aims to fill that gap by examining how service quality dimensions manifest in omnichannel supermarket stores. Using a text mining approach, we analyzed 7,216 online customer reviews of omnichannel supermarkets. The findings reveal that while traditional dimensions such as personal interaction, efficiency, and fulfillment remain valuable to customers, new critical dimensions such as integration and compensation have emerged in omnichannel retail. Additionally, the results show that customer expectations have evolved, prioritizing factors beyond price in omnichannel services. Reliability of contact and system availability are essential, while product shortages are identified as the most dissatisfying aspect.
Czech name
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Czech description
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Classification
Type
J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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Continuities
V - Vyzkumna aktivita podporovana z jinych verejnych zdroju
Others
Publication year
2025
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Serbian Journal of Management
ISSN
1452-4864
e-ISSN
2217-7159
Volume of the periodical
2025
Issue of the periodical within the volume
1
Country of publishing house
RS - THE REPUBLIC OF SERBIA
Number of pages
20
Pages from-to
117-136
UT code for WoS article
001723666900001
EID of the result in the Scopus database
2-s2.0-105007523433