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, cilt.36, sa.3, ss.239-255, 2013 (SCI-Expanded) identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 36 Sayı: 3
  • Basım Tarihi: 2013
  • Doi Numarası: 10.1108/01409171311306391
  • Dergi Adı: Management Research Review
  • Derginin Tarandığı İndeksler: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Sayfa Sayıları: ss.239-255
  • Anahtar Kelimeler: Customer loyalty, Customer satisfaction, Service quality dimensions, Supermarkets, Turkey
  • Akdeniz Üniversitesi Adresli: Evet

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.