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

Olgun Kitapci; Ibrahim Taylan Dortyol; Zuehrem Yaman; Mustafa Gulmez

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

机译：从服务质量维度到客户忠诚度的路径对超级市场客户的应用

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摘要

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.

机译：目的-这项研究的目的是确定SERVQUAL五个维度，客户满意度和客户忠诚度之间的路径。设计/方法/方法-本文基于土耳其的505家超市客户的样本，他们完成了自我管理问卷。本文使用标准差和多元回归分析等方法分析并提出了超市管理的概念模型。研究结果-本文得出的结论是，同理心，切实性，响应性和保证性与顾客满意度成正比，原始性/价值-本文向超市经理提供有关服务质量维度，满意度和忠诚度方面的某些建议。

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来源
《Management research review》 |2013年第3期|239-255|共17页
作者
Olgun Kitapci; Ibrahim Taylan Dortyol; Zuehrem Yaman; Mustafa Gulmez;
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作者单位

Department of Marketing, Akdeniz University, Antalya, Turkey;

Department of Business, Cumhuriyet University, Sivas, Turkey;

Department of Health Management, Selguk University, Konya, Turkey;

Department of Tourism, Akdeniz University, Antalya, Turkey;

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原文格式 PDF
正文语种 eng
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关键词
service quality dimensions; customer satisfaction; customer loyalty; supermarkets; turkey;

机译：服务质量尺寸;客户满意度;客户忠诚度;超级市场;火鸡;

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1. The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions [J] . Neale Slack, Gurmeet Singh, Shavneet Sharma International journal of quality and service sciences . 2020,第3期

机译：超市服务质量维度与客户满意对客户忠诚度和不忠尺寸的影响
2. Original Research Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper Crossref Citations [J] . R. Hobson, Z. Mia, J. Beneke, Acta Commercii . 2012,第1期

机译：研究零售服务质量维度对客户满意度和忠诚度的影响的原始研究：以超市购物者Crossref Citations为例
3. Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper [J] . C. Hayworth, J. Beneke, R. Hobson, Acta Commercii . 2012,第1期

机译：研究零售服务质量维度对客户满意度和忠诚度的影响：以超市购物者为例
4. The Effect of Customer Relationship Management, Customer Value and Dimension of Service Quality on Customer Satisfaction and The Impact on Customer Loyalty of PT. Bank Tabungan Negara (Persero), Tbk Kas Siteba Padang Office [C] . Alwa Pascaselnofra Amril, Yunia Wardi, Erni Masdupi Padang International Conference on Education, Economics, Business and Accounting . 2019

机译：客户关系管理，客户价值与服务质量维度对客户满意度的影响及对客户忠诚度的影响。 Bank Tabungan Negara（Persero），TBK KAS Siteba Padang Office
5. The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings. [D] . Toelle, Sulistyawati. 2006

机译：印度尼西亚零售银行设置中的服务质量属性，客户价值，客户满意度和客户忠诚度之间的联系。
6. What Drives Customer Satisfaction Loyalty and Happiness in Fast-Food Restaurants in China? Perceived Price Service Quality Food Quality Physical Environment Quality and the Moderating Role of Gender [O] . Yongping Zhong, Hee Cheol Moon 2020

机译：是什么推动中国快餐店的客户满意度忠诚度和幸福感？感知价格服务质量食品质量自然环境质量以及性别的调节作用
7. Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper [O] . J. Beneke, C. Hayworth, R. Hobson, 2012

机译：检验零售服务质量维度对客户满意度和忠诚度的影响：超市购物者的情况

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

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