A SURVEY ON THE EFFECTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY

Mehmet Akif Çini (mehmetakifcini@hotmail.com) and Mehmet Emin Demir (medemir@selcuk.edu.tr)
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Mehmet Akif Çini: Selçuk University
Mehmet Emin Demir: SELÇUK UNIVERSITY

No 3105160, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

Abstract: The gradual increase of competition and the effects of globalization make yeting the customer satisfaction increasingly more diffecult in the field of transportation as well as in other sectors. Meeting the customer satisfaction is one of the biggest obstackles to ensure the customer loyalty. As a result, to differenciate from their competitors and to ensure customer loyalty, the enterprices have had to increase their quality of service as well as their product. In this study a research has been made to find out what kind of effects the service quality has on customer satisfaction and loyalty in the enterprises operating in the transport sector in the province of Konya. This study has been carried out with the participation of the studets of Konya Selçuk University.

Keywords: The Dimentions of Service Quality; Customer Satisfaction; Loyalty. (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Pages: 20 pages
Date: 2015-11
New Economics Papers: this item is included in nep-mkt and nep-tre
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Published in Proceedings of the Proceedings of the 20th International Academic Conference, Madrid, Nov 2015, pages 76-95

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Persistent link: https://EconPapers.repec.org/RePEc:sek:iacpro:3105160

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