Scopus
The paths from service quality dimensions to customer loyalty: An application on supermarket customers
Management Research Review · Mart 2013
Makale Bilgileri
DergiManagement Research Review
Yayın TarihiMart 2013
Cilt / Sayfa36 · 239-255
Scopus ID2-s2.0-84875634045
Özet
Purpose: The aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty. Design/methodology/approach: The paper is based on a sample of 505 supermarket customers in Turkey who have completed a self-administered questionnaire. The paper uses means, such as standard deviation and multiple regression analysis, to analyze and propose the conceptual model on supermarket management. Findings: The paper concludes that empathy, tangibility, responsiveness, and assurance are factors that are positively related to customer satisfaction, which in turn is positively related to customer loyalty. Originality/value: The paper provides certain suggestions to supermarket managers regarding the terms of service quality dimensions, satisfaction, and loyalty. © Emerald Group Publishing Limited.
Yazarlar (4)
1
Olgun Kitapci
2
Ibrahim Taylan Dortyol
3
Zührem Yaman
ORCID: 0000-0001-9796-7063
4
Mustafa Gulmez
Anahtar Kelimeler
Customer loyalty
Customer satisfaction
Service quality dimensions
Supermarkets
Turkey
Kurumlar
Akdeniz Üniversitesi
Antalya Turkey
Cumhuriyet Üniversitesi
Sivas Turkey
Selçuk Üniversitesi
Selçuklu Turkey
Metrikler
54
Atıf
4
Yazar
5
Anahtar Kelime