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

KİTAPCI O., Dortyol İ. T., YAMAN Z., GÜLMEZ M.

Management Research Review, vol.36, no.3, pp.239-255, 2013 (SCI-Expanded) identifier

  • Publication Type: Article / Article
  • Volume: 36 Issue: 3
  • Publication Date: 2013
  • Doi Number: 10.1108/01409171311306391
  • Journal Name: Management Research Review
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Page Numbers: pp.239-255
  • Keywords: Customer loyalty, Customer satisfaction, Service quality dimensions, Supermarkets, Turkey
  • Akdeniz University Affiliated: Yes

Abstract

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.