运动服装零售市场服务质量及其与顾客满意度和忠诚度的关系分析

IF 1.1 4区工程技术 Q3 MATERIALS SCIENCE, TEXTILES

Autex Research Journal Pub Date : 2022-05-18 DOI:10.2478/aut-2021-0014

C. Sarıçam

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引用次数: 5

摘要

运动服装行业在全球拥有不断增长的市场。在运动服装零售市场中，主要的重点是为顾客提供产品，但也提供必要的辅助服务，服务质量及其与顾客满意度和顾客忠诚度的关系是很重要的。为了找出这种关系，这项研究的数据来自251名生活在土耳其的人。服务质量被描述为一个二阶结构，其维度在SERVQUAL量表中提出。采用验证性因子分析和结构方程模型对模型进行分析和验证。结果表明，服务质量及其相关维度有形、可靠性和保证对顾客满意有影响，但对顾客忠诚没有影响。尽管如此，顾客满意度对顾客忠诚度的影响还是得到了证实。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

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来源期刊

Autex Research Journal MATERIALS SCIENCE, TEXTILES-

CiteScore

2.80

自引率

9.10%

发文量

审稿时长

>12 weeks

期刊介绍： Only few journals deal with textile research at an international and global level complying with the highest standards. Autex Research Journal has the aim to play a leading role in distributing scientific and technological research results on textiles publishing original and innovative papers after peer reviewing, guaranteeing quality and excellence. Everybody dedicated to textiles and textile related materials is invited to submit papers and to contribute to a positive and appealing image of this Journal.