Author/Authors
özdemir süzer, özlem kayseri üniversitesi, Turkey , taşkin, çağatan bursa uludağ üniversitesi, Turkey
Title Of Article
A RESEARCH ON THE IMPACT THE SERVICE QUALITY DIMENSIONS OF OMNI-CHANNEL RETAILING ON CUSTOMER LOYALTY: THE CASE OF DEFACTO
شماره ركورد
45432
Abstract
Service quality is seen as the basic retail strategy in creating customer loyalty and becomes important in the context of omni-channel retailing that emerges in today s retail environments. The aim of this study is to investigate the influence of service quality dimensions of omni-channel retailing on customer loyalty in the retail apparel sector and to make some managerial implications in order to improve the service quality to omni-channel retail businesses operating in the retail apparel sector. The research universe consists of customers who live in Bursa and make purchases at least once from the Defacto brand, which is one of the pioneers of omni-channel retailing in the sector. The data were collected by an online questionnaire. The convenience sampling method was used in the research. PLS-Sem was used to test the research hypotheses. As a result of the research, it was determined that efficiency, fulfillment/reliability and integration dimensions of service quality have a significant effect on customer loyalty.
From Page
633
NaturalLanguageKeyword
Omni , Channel Retailing , Service Quality , Retail Sector , Customer Loyalty , PLS , Sem
JournalTitle
Abant Sosyal Bilimler Dergisi
To Page
660
JournalTitle
Abant Sosyal Bilimler Dergisi
Link To Document