Journal of Kirkuk University For Administrative and Economic Sciences

A COMPARATIVE RESEARCH ON THE RELATIONSHIP OF CUSTOMER SATISFACTION, CUSTOMER LOYALTY AND SERVICE QUALITY IN THE SMART PHONE SECTOR: KONYA-KERKÜK EXAMPLE

Authors

Sabeeha Azeez Hassan
Vural Çağlıyan

journal of kirkuk University For Administrative and Economic Sciences

Abstract
The main objective of this study is to investigate the impacts of Customer Satisfaction (CS) on the Customer Loyalty (CL). Specific objectives are to define customer satisfaction applications in the customer loyalty as well as to examine the link between the level of customer satisfaction applications and the strategy of customer loyalty. The methodology of the study is supported by an interview with clients and employees of the customer loyalty, and the role of the Service Quality (SQ) as a mediator an important intermediary in transferring customer satisfaction to the customer loyalty. Was based on the method of targeted sampling. The survey respondents targeted in this research are staffs in customer loyalty and service quality as a mediator. The sample of this study is (318) respondents. Data were analyzed by Statistical Package Social Science (SPSS). It was recommended that in order to better perform the customer satisfaction services customer loyalty. Service quality as a mediator should adopt better policies that encourage employees to adopt the use of customer satisfaction in the customer loyalty. The main contribution of this study is that customer satisfaction promotes value creation and a competitive advantage in the customer loyalty.

Keywords

Service Quality
Customer Satisfaction
Customer Loyalty
Journal of Kirkuk University For Administrative and Economic Sciences
Volume 12, Issue 2
Autumn 2022
Pages 42-54

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