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...

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...

The purpose of this study was to determine the influence ratio of outdoor advertisements on survey participants (consumers) who are living in Sivas city and to measure the effects on participants' purchasing behavior. The research also attempted to specify the different characteristics of...

Purpose This research aims to scrutinize the negative reviews regarding the 5-star chain hotels and the e-responses on TripAdvisor, to categorize the complaints declared in the review texts, to provide better understanding of the online problem-solving methods of hotels and their corporate...

This study aims to explore the differences and similarities in complaint behavior of consumers according to their personality types. 116 managers of a large Turkish finance company have participated in the study. Results show that Intuition-Thinking and Sensing-Thinking individuals tend to...

Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative...