Proceedings of the 20th International Academic Conference, Madrid

A SURVEY ON THE EFFECTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY

MEHMET AKIF ÇINI, MEHMET EMIN DEMIR

Abstract:

The gradual increase of competition and the effects of globalization make yeting the customer satisfaction increasingly more diffecult in the field of transportation as well as in other sectors. Meeting the customer satisfaction is one of the biggest obstackles to ensure the customer loyalty. As a result, to differenciate from their competitors and to ensure customer loyalty, the enterprices have had to increase their quality of service as well as their product. In this study a research has been made to find out what kind of effects the service quality has on customer satisfaction and loyalty in the enterprises operating in the transport sector in the province of Konya. This study has been carried out with the participation of the studets of Konya Selçuk University.

Keywords: The Dimentions of Service Quality, Customer Satisfaction, Loyalty.

DOI: 10.20472/IAC.2015.020.026

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