Service quality dimensions in Austrian food retailing – a text mining approach for physical retail stores

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F24%3A63576518" target="_blank" >RIV/70883521:28120/24:63576518 - isvavai.cz</a>

Výsledek na webu

<a href="https://www.tandfonline.com/doi/full/10.1080/09593969.2024.2371456" target="_blank" >https://www.tandfonline.com/doi/full/10.1080/09593969.2024.2371456</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1080/09593969.2024.2371456" target="_blank" >10.1080/09593969.2024.2371456</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Service quality dimensions in Austrian food retailing – a text mining approach for physical retail stores

Popis výsledku v původním jazyce

Investigating Service Quality (SQ) and its implications for customer satisfaction has become an increasingly popular research area. Especially in the context of physical grocery retailing, ensuring customer satisfaction has become a key success factor. Most previous research studies apply traditional methods (e.g. surveys) for physical shops and utilize text mining-based approaches mainly for e-commerce. In our paper, we propose a novel approach based on LDA. By combining expert-based word counting analysis with the LDA approach, we confirm that unsupervised text mining based on LDA can be used as a reliable approach to cluster textual comments to SQ dimensions in physical retail settings. We have analyzed over 163,000 publicly available textual customer reviews related to the Austrian market, which is special in terms of its extremely high density of retail outlets, high price levels and a tendency towards traditional form of shopping. Our results show that personal interaction, policies, and product-related aspects seem to be positive drivers of customer satisfaction, while reliability is a clear driver of customer dissatisfaction. Results also show a significantly higher relevance of personal interaction in smaller stores and cities with fewer than 5,000 inhabitants than in other store types and bigger cities. Regarding practical implications, hypermarkets should focus on physical aspects to reduce negative reviews and increase efforts in personal interaction to increase positive reviews. On the other hand, smaller stores should continue to rely on personal interaction to avoid negative reviews and might focus on higher reliability to generate more positive reviews. The applied text-mining approach enables future research with a starting base to analyze SQ dimensions and their relevance in additional countries or area, as e.g. fashion or hardware retail.

Název v anglickém jazyce

Service quality dimensions in Austrian food retailing – a text mining approach for physical retail stores

Popis výsledku anglicky

Investigating Service Quality (SQ) and its implications for customer satisfaction has become an increasingly popular research area. Especially in the context of physical grocery retailing, ensuring customer satisfaction has become a key success factor. Most previous research studies apply traditional methods (e.g. surveys) for physical shops and utilize text mining-based approaches mainly for e-commerce. In our paper, we propose a novel approach based on LDA. By combining expert-based word counting analysis with the LDA approach, we confirm that unsupervised text mining based on LDA can be used as a reliable approach to cluster textual comments to SQ dimensions in physical retail settings. We have analyzed over 163,000 publicly available textual customer reviews related to the Austrian market, which is special in terms of its extremely high density of retail outlets, high price levels and a tendency towards traditional form of shopping. Our results show that personal interaction, policies, and product-related aspects seem to be positive drivers of customer satisfaction, while reliability is a clear driver of customer dissatisfaction. Results also show a significantly higher relevance of personal interaction in smaller stores and cities with fewer than 5,000 inhabitants than in other store types and bigger cities. Regarding practical implications, hypermarkets should focus on physical aspects to reduce negative reviews and increase efforts in personal interaction to increase positive reviews. On the other hand, smaller stores should continue to rely on personal interaction to avoid negative reviews and might focus on higher reliability to generate more positive reviews. The applied text-mining approach enables future research with a starting base to analyze SQ dimensions and their relevance in additional countries or area, as e.g. fashion or hardware retail.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2024

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

International Review of Retail, Distribution and Consumer Research

ISSN

0959-3969

e-ISSN

1466-4402

Svazek periodika

neuveden

Číslo periodika v rámci svazku

neruveden

Stát vydavatele periodika

GB - Spojené království Velké Británie a Severního Irska

Počet stran výsledku

36

Strana od-do

1-36

Kód UT WoS článku

001257385400001

EID výsledku v databázi Scopus

2-s2.0-85197436316