The paths from service quality dimensions to customer loyalty

Abstract

PurposeThe aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty.Design/methodology/approachThe 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.FindingsThe 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/valueThe paper provides certain suggestions to supermarket managers regarding the terms of service quality dimensions, satisfaction, and loyalty.

Retailer Service Quality and Customer Loyalty: Empirical Evidence in Vietnam

“…This finding is supported by many studies such as Trang (2007) in Vietnam, Caruana (2002 in Malta, Wong & Sohal (2002) in Australia, Bloemer et al (1998) in Belgium, Ponirin et al (2009) in Indonesia, Beneke et al (2012) in South Africa, Kitapci (2013) in Turkey.…”

“…This is also highlighted in the study by Beneke J. et al (2012) in South Africa. In addition, this finding is also supported by Olgun Kitapci (2013) in Turkey which stated that assurance, empathy, tangibility, and responsiveness, are factors that stress positive linkage with customer satisfaction, which in turn is positively related to customer loyalty, and by Wong, A. and Sohal, A. (2002) in Australia which stated that tangible and empathy are two most significant factors which show strongly positive relationship with customer loyalty.…”

“…The linkage between retail service quality and customer loyalty have been demonstrated by several previous studies such as Kitapci (2013), Beneke et al (2012), Caruana (2002.…”

“…It is no doubt that service quality, customer satisfaction and customer loyalty have been becoming obviously important element of successful advantages for service providers (Rust et al, 1995;Zeithaml, 1996, Kitapci et al, 2013. Service quality and its components are stressed as antecedent to customer satisfaction and customer loyalty.…”

Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia

“…Researchers have tested the significant relationship between service quality and customer satisfaction, and service quality was proposed to be an antecedent of customer satisfaction (Parasuraman et al, 1985(Parasuraman et al, , 1988Carman, 1990;Cronin & Taylor, 1992Anderson & Sullivan, 1993;Caruana et al, 1998;Amin & Isa, 2008;Jayasankaraprasad & Kumar, 2012;Kitapci, Dortyol, Yaman, & Gulmez, 2013). Brady and Robertson (2001) found service quality to be an antecedent of customer satisfaction for cognitively-oriented consumers, and a consequence for emotional consumers.…”