Demir, Ahmet (2016) HOW NON-TECHNICAL DIMENSIONS OF SERVICE QUALITY EFFECTS SATISFACTION AND LOYALTY OF COSTOMERS AT GSM SERVICE SECTOR IN GEORGIA ? International Journal of Engineering Technology and Scientific Innovation, 1 (2).
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Abstract
In this research, authors hypothesized the effects of five dimensions of service quality on customer satisfaction and loyalty. Data was collected via a survey questionnaire. The survey questionnaire was adapted from the research of Parasuraman etal's SERVQUAL. After validity and reliability analysis, hypothesis was proven by Regression Analysis and Analysis of Variance. It was observed that Assurance, Empathy, and Responsiveness have significant impact on satisfaction. However, loyalty depends on satisfaction significantly.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Service Quality, SERVQUAL, Satisfaction of the Customers, GSM Operating Service, Loyalty of the Customer, Georgian GSM Operators. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management L Education > L Education (General) |
| Depositing User: | ePrints deposit |
| Date Deposited: | 02 Jun 2022 08:54 |
| Last Modified: | 02 Jun 2022 08:54 |
| URI: | http://eprints.tiu.edu.iq/id/eprint/968 |
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