| dc.contributor.author | Kitapci O. | |
| dc.contributor.author | Dortyol I.T. | |
| dc.contributor.author | Yaman Z. | |
| dc.contributor.author | Gulmez M. | |
| dc.date.accessioned | 2019-07-27T12:10:23Z | |
| dc.date.accessioned | 2019-07-28T09:32:33Z | |
| dc.date.available | 2019-07-27T12:10:23Z | |
| dc.date.available | 2019-07-28T09:32:33Z | |
| dc.date.issued | 2013 | |
| dc.identifier.issn | 2040-8269 | |
| dc.identifier.uri | https://dx.doi.org/10.1108/01409171311306391 | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12418/5571 | |
| dc.description.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. © Emerald Group Publishing Limited. | en_US |
| dc.description.sponsorship | Kitapci, O.; Department of Marketing, Akdeniz University, Antalya, Turkey; email: okitapci@yahoo.com.tr | en_US |
| dc.language.iso | eng | en_US |
| dc.relation.isversionof | 10.1108/01409171311306391 | en_US |
| dc.rights | info:eu-repo/semantics/closedAccess | en_US |
| dc.subject | Customer loyalty | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | Service quality dimensions | en_US |
| dc.subject | Supermarkets | en_US |
| dc.subject | Turkey | en_US |
| dc.title | The paths from service quality dimensions to customer loyalty: An application on supermarket customers | en_US |
| dc.type | article | en_US |
| dc.relation.journal | Management Research Review | en_US |
| dc.contributor.department | Kitapci, O., Department of Marketing, Akdeniz University, Antalya, Turkey -- Dortyol, I.T., Department of Business, Cumhuriyet University, Sivas, Turkey -- Yaman, Z., Department of Health Management, Selçuk University, Konya, Turkey -- Gulmez, M., Department of Tourism, Akdeniz University, Antalya, Turkey | en_US |
| dc.identifier.volume | 36 | en_US |
| dc.identifier.issue | 3 | en_US |
| dc.identifier.endpage | 255 | en_US |
| dc.identifier.startpage | 239 | en_US |
| dc.relation.publicationcategory | Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı | en_US |
