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BUSINESS & MANAGEMENT STUDIES:
AN INTERNATIONAL JOURNAL
Published: 2016-08-22

THE IMPACTS OF CORPORATE REPUTATION AND SERVICE QUALITY ON CUSTOMER SATISFACTION: A RESEARCH AT SHOPPING MALLS IN ISTANBUL

İstanbul Gelişim Üniversitesi
Namık Kemal Üniversitesi

Abstract

Retailing, with the growing number of Shopping Malls, is a booming sector. The main purpose of this study is to develop and test a model to reveal the influence of corporate reputation and service quality on customer satisfaction in retail sector. The study employs RepTrak scale to measure the corporate reputation and retail service quality scale (RSQS) to measure the retail service quality. The results reveal that corporate reputation has no effect on customer satisfaction. Physical appearance and materials, communication and problem solving that factors of retail service quality, are proved to have an effect on customer satisfaction. Moreover, the results exhibit that there ise a significant and positive relationsihip between corporate reputation and retail service quality. The study also makes recomandations and suggestions for further researchs.

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How to Cite

Duygun, A., & Menteş, S. A. (2016). THE IMPACTS OF CORPORATE REPUTATION AND SERVICE QUALITY ON CUSTOMER SATISFACTION: A RESEARCH AT SHOPPING MALLS IN ISTANBUL. Business & Management Studies: An International Journal, 4(2), 125-141. https://doi.org/10.15295/bmij.v4i2.130