EXPLORING THE RELATIONSHIPS AMONG SERVICE QUALITY, SATISFACTION, TRUST AND LOYALTY OF CUSTOMERS (CASE STUDY: TRANSPORTATION COMPANIES OF TEHRAN)

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AHMADI SEYED ALI AKBAR; ASKARI DEHABADI HAMID REZA

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Journal: JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT Year:2016 | Volume:- | Issue:23 Page(s): 11-20

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Title

EXPLORING THE RELATIONSHIPS AMONG SERVICE QUALITY, SATISFACTION, TRUST AND LOYALTY OF CUSTOMERS (CASE STUDY: TRANSPORTATION COMPANIES OF TEHRAN)

Author(s)

AHMADI SEYED ALI AKBAR | ASKARI DEHABADI HAMID REZA | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

SATISFACTIONQ2

TRUSTQ2

LOYALTYQ2

Abstract

Most of authors have emphasized on importance of TRUST in creation of organizational success. Organizations and companies must know how TRUST-building acts as a transactional process and what are the effects of policies and activities of organization on the level of customer TRUST. This is a proved fact that TRUST- building activities are taken into account as an excellent way for increasing of profit. The purpose of this study is exploring the relationships among SERVICE QUALITY, SATISFACTION, TRUST and LOYALTY of customers of transportation companies. All of these variables have significant effect on performance of transportation companies. The data were collected using a designed questionnaire. These questionnaires were distributed among the passengers of transportation terminals. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used for testing of hypotheses. All of hypotheses were accepted. This study has useful implications in area of SERVICE QUALITY, SATISFACTION, TRUST and LOYALTY of customers.

Cites

THE EFFECT OF PERCEIVED SERVICE QUALITY, SATISFACTION AND TRUST OF HEALTH TOURISTS ON THEIR REVISITING AND REUSING THE HOSPITALS AND HEALTH CENTERS IN MASHHAD

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APA: Copy

AHMADI, SEYED ALI AKBAR, & ASKARI DEHABADI, HAMID REZA. (2016). EXPLORING THE RELATIONSHIPS AMONG SERVICE QUALITY, SATISFACTION, TRUST AND LOYALTY OF CUSTOMERS (CASE STUDY: TRANSPORTATION COMPANIES OF TEHRAN). JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, -(23), 11-20. SID. https://sid.ir/paper/205800/en

Vancouver: Copy

AHMADI SEYED ALI AKBAR, ASKARI DEHABADI HAMID REZA. EXPLORING THE RELATIONSHIPS AMONG SERVICE QUALITY, SATISFACTION, TRUST AND LOYALTY OF CUSTOMERS (CASE STUDY: TRANSPORTATION COMPANIES OF TEHRAN). JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT[Internet]. 2016;-(23):11-20. Available from: https://sid.ir/paper/205800/en

IEEE: Copy

SEYED ALI AKBAR AHMADI, and HAMID REZA ASKARI DEHABADI, “EXPLORING THE RELATIONSHIPS AMONG SERVICE QUALITY, SATISFACTION, TRUST AND LOYALTY OF CUSTOMERS (CASE STUDY: TRANSPORTATION COMPANIES OF TEHRAN),” JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, vol. -, no. 23, pp. 11–20, 2016, [Online]. Available: https://sid.ir/paper/205800/en

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