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

KİTAPCI O., DÖRTYOL İ. T., Yaman Z., GÜLMEZ M.

MANAGEMENT RESEARCH REVIEW, cilt.36, sa.3, ss.239-255, 2013 (ESCI, Scopus)

  • 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: Emerging Sources Citation Index (ESCI), Scopus
  • Sayfa Sayıları: ss.239-255
  • Anahtar Kelimeler: Service quality dimensions, Customer satisfaction, Customer loyalty, Supermarkets, Turkey, WORD-OF-MOUTH, BEHAVIORAL INTENTIONS, CONSUMER PERCEPTIONS, SATISFACTION, EXPECTATIONS, MODEL
  • Sivas Cumhuriyet Üniversitesi Adresli: Hayır

Özet

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