The paths from service quality dimensions to customer loyalty: An application on supermarket customers
Küçük Resim Yok
Tarih
2013
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Erişim Hakkı
info:eu-repo/semantics/closedAccess
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.
Açıklama
Anahtar Kelimeler
Customer loyalty, Customer satisfaction, Service quality dimensions, Supermarkets, Turkey
Kaynak
Management Research Review
WoS Q Değeri
Scopus Q Değeri
Q1
Cilt
36
Sayı
3