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

Olgun Kitapci (Department of Marketing, Akdeniz University, Antalya, Turkey)
Ibrahim Taylan Dortyol (Department of Business, Cumhuriyet University, Sivas, Turkey)
Zührem Yaman (Department of Health Management, Selçuk University, Konya, Turkey)
Mustafa Gulmez (Department of Tourism, Akdeniz University, Antalya, Turkey)

Management Research Review

ISSN: 2040-8269

Article publication date: 22 March 2013

8007

Abstract

Purpose

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The aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty.

Design/methodology/approach

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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

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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

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The paper provides certain suggestions to supermarket managers regarding the terms of service quality dimensions, satisfaction, and loyalty.

Keywords

Citation

Kitapci, O., Taylan Dortyol, I., Yaman, Z. and Gulmez, M. (2013), "The paths from service quality dimensions to customer loyalty: An application on supermarket customers", Management Research Review, Vol. 36 No. 3, pp. 239-255. https://doi.org/10.1108/01409171311306391

Publisher

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Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

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