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

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dc.contributor.authorKitapci O.
dc.contributor.authorDortyol I.T.
dc.contributor.authorYaman Z.
dc.contributor.authorGulmez M.
dc.date.accessioned2020-03-26T18:48:20Z
dc.date.available2020-03-26T18:48:20Z
dc.date.issued2013
dc.departmentSelçuk Üniversitesien_US
dc.description.abstractPurpose: 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.en_US
dc.identifier.doi10.1108/01409171311306391en_US
dc.identifier.endpage255en_US
dc.identifier.issn2040-8269en_US
dc.identifier.issue3en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage239en_US
dc.identifier.urihttps://dx.doi.org/10.1108/01409171311306391
dc.identifier.urihttps://hdl.handle.net/20.500.12395/30216
dc.identifier.volume36en_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.relation.ispartofManagement Research Reviewen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.selcuk20240510_oaigen_US
dc.subjectCustomer loyaltyen_US
dc.subjectCustomer satisfactionen_US
dc.subjectService quality dimensionsen_US
dc.subjectSupermarketsen_US
dc.subjectTurkeyen_US
dc.titleThe paths from service quality dimensions to customer loyalty: An application on supermarket customersen_US
dc.typeArticleen_US

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