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

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.

Citation

Kitapci, O., Taylan Dortyol, I., Yaman, Z. and Gulmez, M. (2013), "The paths from service quality dimensions to customer loyalty: An application on supermarket customers", Management Research Review, Vol. 36 No. 3, pp. 239-255. https://doi.org/10.1108/01409171311306391