Exploring the Relationships among Service Quality, Satisfaction, Trust and Loyalty of Customers (Case Study: Transportation Companies of Tehran)

Subject Areas : مدیریت

Syyad Ali Akbar Ahmadi ¹ , Hamid Reza Askari Dehabadi ²

1 - استاد، دانشگاه پیام نور، مرکز غرب تهران، گروه مدیریت، تهران، ایران
2 - دانشجوی دکتری، دانشگاه پیام نور، مرکز تحصیلات تکمیلی، گروه مدیریت دولتی، تهران، ایران

Received: 2015-12-22 Accepted : 2016-01-30 Published : 2016-03-10

Keywords: satisfaction, Trust, Service quality, Loyalty,

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