Analysis of the service qualty perceived by the customers, customer satisfaction and customer loyalty in building and facility operations

With globalization, the competitive environment has become increasingly difficult and customers' desires and needs have changed today. As of today, knowing the requirements of the new customer profile requires more effort to ensure customer satisfaction and loyalty. The service concept focused on the product has now been replaced by a customer-oriented service concept. At this point, the concept of service quality becomes important. In order to analyze the relationship between perceived service quality, customer loyalty and customer satisfaction perceptions in the study, a questionnaire was applied to 250 customers who received service from building and facility businesses and were selected by simple random sampling method. Within the scope of the research, the data were used in the analysis of the relationship btween demographic factors to be used in the study and service quality, customer satisfaction and customer loyalty using the SPSS 22 statistical program, the t-test for the comparison of two independent groups, the ANOVA test for the comparison of more than two groups, and the analysis of the effects between the research variables. Regression analysis was used.As a result it was concluded that the variables of service quality perception, customer loyalty and customer satisfaction differ according to all demographic factors except gender, and there is a significant effect among the research variables. In this context, all hypotheses except gender related hypotheses were accepted.