Jakość usługi handlowej oferowanej przez hipermarkety w Polsce (wyniki badań empirycznych)
The quality of the commercial service offered by hypermarkets in Poland (results of empirical studies)

Summary/Abstract: In his article, the author presents the results of surveys on the level of perceived quality of commercial service offered by the chains of hypermarkets in Poland. The surveys were carried out using the RSQS (Retailing Service Quality Scale) method, belonging to the multi-attribute methods. Based on the analysis of primary data, the author stated that clients of supermarkets scored very low quality of intangible elements relating to service provision. These elements are mainly represented by the personnel’s behaviour in a broad sense. It seems that even a relatively high score of the tangible elements of the service does not compensate this failure as the perceived quality of service is assessed as unsatisfactory.

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