Antecedents of Hypermarket Service Quality in the United Arab Emirates

Abstract

Retail format hypermarkets are emerging in numbers and contributing $2.5 billion a year to the economy of the United Arab Emirates (UAE). Despite their importance and to the best of the authors' knowledge, no other studies specifically explore the service quality of such markets in the UAE. To fill this gap, this empirical study employs the SERVQUAL model to examine the antecedents of hypermarkets service quality in the UAE using structural equation modeling. The study sample included 1,248 respondents from different hypermarkets across the UAE. The research findings demonstrate that reliability, assurance, and empathy are the key determinants of hypermarkets service quality in the UAE, while tangibility and responsiveness are not significant. The authors' research contributes to the literature on hypermarket service quality in an understudied region and provides information for administrators to make informed decisions. Study limitations and directions for future research are also discussed.

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