The impact of retail service quality on store loyalty intentions of the grocery shoppers within the framework of organized retailsector of consumer packaged goods in Turkey

As an organizing framework, this academic dissertation reveals an opportunity in the academic literature by exploring the impact of Retail Service Quality on Store Loyalty Intentions of the grocery shoppers from the perspective of Organized Retail Sector of Consumer-Packaged Goods (CPG) in Turkey. It applies the 18-items, 4-dimensional and 5-point Service Quality in Retailing scale composed by Vazquez et al. (2001), which is a multi-layered component architecture combining the outcomes from their qualitative research with a careful examination of the relevant retail literature as well as the service quality constructs that were previously developed by the academicians who worked in the field. The construct adapted by Sirohi and his colleagues (1998) was leveraged to gauge Store Loyalty Intentions, which is composed of three items, namely willingness to repurchase, willingness to purchase more in the future and willingness to recommend the store to others. Each item that will be assessing the dimensions of Store Loyalty Intentions will be accompanied by a 5-point likelihood scale. The outcomes of the Principal Components and Multiple Regression & Correlation Analysis, managerial implications, restrictions of the study and recommendations for the upcoming studies in this field were discussed in a detailed way for contributing to the related academic research field.