THE EFFECTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION

Abstract

Author(s): Azize ?AH?N Serkan ?EN

Service quality and customer satisfaction are among the most important factors that affect service firms’ market share and profitability. The study explores the perceived importance of various aspects of service quality on customer satisfaction in service business. Data collected from the consumers of service firms operating in tourism industry in Turkey. The results show that service quality has positive and direct effect on customer satisfaction

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Citations : 27

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