An Integrated Framework: Intercultural Competence, Service Quality and Customer Satisfaction in Grocery Retailing

Abstract

The article presents a comprehensive framework on three major dimensions that are namely intercultural competence, personal interaction, which is one of the important variables for service quality and customer satisfaction of major retail outlets in Malaysia. The model of constructs’ interrelationships is proposed based on a path theory model. Based on the framework and structural equation modelling approach, a number of propositions were developed to facilitate the research on intercultural competences in selected retail outlets in Malaysia. Although numerous researchers have studied the extensive topic of service quality and customer satisfaction, none of those incorporated the critical role of intercultural competence in their framework on service quality and customer satisfaction model.