SERVICE QUALITY DIMENSIONS MANIFEST IN OMNICHANNEL SUPERMARKET RETAIL

Kód výsledku v 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>

Výsledek na webu

<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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Jazyk výsledku

angličtina

Název v původním jazyce

SERVICE QUALITY DIMENSIONS MANIFEST IN OMNICHANNEL SUPERMARKET RETAIL

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

SERVICE QUALITY DIMENSIONS MANIFEST IN OMNICHANNEL SUPERMARKET RETAIL

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2025

Kód důvěrnosti údajů

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

Název periodika

Serbian Journal of Management

ISSN

1452-4864

e-ISSN

2217-7159

Svazek periodika

2025

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

RS - Srbská republika

Počet stran výsledku

20

Strana od-do

117-136

Kód UT WoS článku

001723666900001

EID výsledku v databázi Scopus

2-s2.0-105007523433