The Impact of Service Quality on Customer Satisfaction at Emart Supermarket

This study examines the impact of service quality factors on customer satisfaction at Emart supermarket. Using a qualitative research approach, the study identifies seven service quality dimensions affecting customer satisfaction, including reliability, assurance, responsiveness, empathy, tangibles, goods, and customer satisfaction. A quantitative survey was subsequently conducted using structured questionnaires. Based on the findings, the study proposes several managerial implications to improve service quality, enhance customer satisfaction, and attract more customers to shop at Emart supermarket.