The paths from service quality dimensions to customer loyalty: An application on supermarket customers

Küçük Resim Yok

Tarih

2013

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

Künye