The paths from service quality dimensions to customer loyalty

Olgun Kitapci, Ibrahim Taylan Dortyol, Zührem Yaman and Mustafa Gulmez

Management Research Review, 2013, vol. 36, issue 3, 239-255

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.

Keywords: Service quality dimensions; Customer satisfaction; Customer loyalty; Supermarkets; Turkey (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:eme:mrrpps:v:36:y:2013:i:3:p:239-255

DOI: 10.1108/01409171311306391

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