Kitapci O.Dortyol I.T.Yaman Z.Gulmez M.2020-03-262020-03-2620132040-8269https://dx.doi.org/10.1108/01409171311306391https://hdl.handle.net/20.500.12395/30216Purpose: 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.en10.1108/01409171311306391info:eu-repo/semantics/closedAccessCustomer loyaltyCustomer satisfactionService quality dimensionsSupermarketsTurkeyArticle363239255Q1