The paths from service quality dimensions to customer loyalty

Olgun Kitapçı · İ̇brahim Taylan Dörtyol · Zührem YAMAN · Mustafa Gülmez

83 citations0/0 files storedManagement Research Review

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Retail Behavior Studies

Abstract

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.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 1984A Service Quality Model and its Marketing Implications 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality 1995Return on Quality (ROQ): Making Service Quality Financially Accountable 1991A Test of Services Marketing Theory: Consumer Information Acquisition Activities

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2019A new approach of social media analytics to predict service quality: evidence from the airline industry 2019Modelling the factors influencing the service quality in supermarkets 2018Perceived overall service quality and customer satisfaction 2017An application of retailing service quality practices influencing customer loyalty toward retailers 2016Customer perceived service quality and loyalty in Islamic banks

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