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The paths from service quality dimensions to customer loyalty

Author

Listed:
  • Olgun Kitapci
  • Ibrahim Taylan Dortyol
  • Zührem Yaman
  • Mustafa Gulmez

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.

Suggested Citation

  • Olgun Kitapci & Ibrahim Taylan Dortyol & Zührem Yaman & Mustafa Gulmez, 2013. "The paths from service quality dimensions to customer loyalty," Management Research Review, Emerald Group Publishing Limited, vol. 36(3), pages 239-255, March.
    • Handle: RePEc:eme:mrrpps:v:36:y:2013:i:3:p:239-255
    DOI: 10.1108/01409171311306391
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    Citations

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    Cited by:

    1. Vázquez-Suárez, Luis & Mejía-Vásquez, Pericles Ramón & Serafim da Silva, Sheila & Sánchez-Gómez, Roberto, 2022. "Gender’s moderating role in the relationship between organisational form and performance in the Spanish supermarket industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    2. M. Suresh & G. Mahadevan & R. Dev Abhishek, 2019. "Modelling the factors influencing the service quality in supermarkets," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 10(6), pages 1474-1486, December.
    3. Sharma, Piyush & Ueno, Akiko & Kingshott, Russel, 2021. "Self-service technology in supermarkets – Do frontline staff still matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    4. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    5. Wu He & Xin Tian & Andy Hung & Vasudeva Akula & Weidong Zhang, 2018. "Measuring and comparing service quality metrics through social media analytics: a case study," Information Systems and e-Business Management, Springer, vol. 16(3), pages 579-600, August.
    6. Mohsin Shahzad & Muhammad Shaukat Malik & Muhammad Irfan, 2019. "Quality and Customer Loyalty in Islamic Banks: Religiosity as a Moderator by using Andrew Hayes model," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(4), pages :379-396, December.
    7. Haron, Razali & Abdul Subar, Noradilah & Ibrahim, Khairunisah, 2020. "Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust," Islamic Economic Studies, The Islamic Research and Training Institute (IRTI), vol. 28, pages 3-23.
    8. Mahiswaran Selvanathan & Sugumaran Selladurai & Sarjit Gill & Puvaneswaran Kunasekaran & Pei Jun Tan, 2016. "The Customer Satisfaction Status towards Core Governmental Services in Malaysia," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(5), pages 211-211, April.
    9. Kajenthiran .K, 2018. "An Empirical Investigation on Retail Service Quality and Its Impact on Customer Loyalty in the Supermarkets in Jaffna District, Sri Lanka," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 8(1), pages 1-2.
    10. Raed A. M. Iriqat & Mohannad A. M. Abu Daqar, 2017. "The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry," International Business Research, Canadian Center of Science and Education, vol. 10(11), pages 139-147, November.

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