Open AccessImpact of Service Quality Dimensions on Satisfaction and Loyalty: A Cross-National Research on Internet Service Customers
Author(s) -
Cumhur Aydınlı,
Şükrü Kiliç
Publication year - 2015
Publication title -
journal of social sciences research
Language(s) - English
Resource type - Journals
ISSN - 2321-1091
DOI - 10.24297/jssr.v9i3.4926
Subject(s) - servqual , service quality , business , the internet , customer satisfaction , marketing , reliability (semiconductor) , loyalty , service (business) , scale (ratio) , empathy , test (biology) , advertising , psychology , computer science , geography , world wide web , social psychology , paleontology , power (physics) , physics , cartography , quantum mechanics , biology
The aim of this research is to study about the impact level of service quality dimensions such as empathy, responsiveness, assurance, reliability, and tangibles on satisfaction and loyalty of the internet service consumers. The research was performed between customers from Turkey and Georgia. ServQual scale was conducted to obtain the data and evaluated using SPSS. Regression analysis was performed in order to see the impact of dimensions on the satisfaction and loyalty. Furthermore, Independent Samples T Test was performed to see which country was more satisfied about internet service provision than one another.