Scipediacontent: Scipediacontent moved page Draft Content 136940149 to Karatepe et al 2003a

2021-02-16T09:16:38Z

Scipediacontent moved page Draft Content 136940149 to Karatepe et al 2003a

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2021-02-16T09:16:35Z

Created page with " == Abstract == This study set out to examine the service quality and customer satisfaction delivered by the national airline company in Northern Cyprus, using a SERVQUAL sca..."

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== Abstract ==

This study set out to examine the service quality and customer satisfaction delivered by the national airline company in Northern Cyprus, using a SERVQUAL scale. For this purpose, the translated instrument was purified using an item categorization technique and administered to 270 current users of the national airline company at an international university in the region. The results of the confirmatory factor analysis revealed that the predicted five-dimensional structure of SERVQUAL was partially confirmed by the data. SERVPERF scores gave a better prediction of overall satisfaction and showed almost the same reliability and validity as those from which expectations were subtracted. The largest service gaps were identified with the reliability and responsiveness dimensions, and the smallest with the empathy dimension. Reliability and responsiveness dimensions were found by path analysis to be significant determinants of customer satisfaction. Implications of the results are discussed

== Original document ==

The different versions of the original document can be found in:

* [https://hdl.handle.net/11421/22949 https://hdl.handle.net/11421/22949]

* [https://www.cabdirect.org/cabdirect/abstract/20033129239 https://www.cabdirect.org/cabdirect/abstract/20033129239],
: [https://www.cabdirect.org/abstracts/20033129239.html https://www.cabdirect.org/abstracts/20033129239.html],
: [http://openurl.ingenta.com/content/xref?genre=article&issn=1083-5423&volume=8&issue=1&spage=75 http://openurl.ingenta.com/content/xref?genre=article&issn=1083-5423&volume=8&issue=1&spage=75],
: [https://academic.microsoft.com/#/detail/2003203780 https://academic.microsoft.com/#/detail/2003203780]

* [https://www.ingentaconnect.com/content/cog/ta/2003/00000008/00000001/art00006 https://www.ingentaconnect.com/content/cog/ta/2003/00000008/00000001/art00006],
: [http://dx.doi.org/10.3727/108354203108750184 http://dx.doi.org/10.3727/108354203108750184]

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Karatepe et al 2003a - Revision history

Scipediacontent: Scipediacontent moved page Draft Content 136940149 to Karatepe et al 2003a

Scipediacontent: Created page with " == Abstract == This study set out to examine the service quality and customer satisfaction delivered by the national airline company in Northern Cyprus, using a SERVQUAL sca..."