Browsing by Author "Kitapci O."
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The differences in customer complaint behaviour between loyal customers and first comers in the retail banking industry: The case of Turkish customers
Kitapci O.; Dortyol I.T. (2009)Purpose - The purpose of this paper is to test the differences in customer complaint behaviour between loyal customers and first comers. Design/methodology/approach - This study has adopted the work of Ndubisi and Ling, ... -
The paths from service quality dimensions to customer loyalty: An application on supermarket customers
Kitapci O.; Dortyol I.T.; Yaman Z.; Gulmez M. (2013)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 ...