Relationship between service quality and customer loyalty: An application on college preparatory classroom

This study?s problem whether service quality provide customer loyalty or not is create. If service quality provide customer loyalty, customer who become loyal customer is whether loyal customer?s idea and experiment with about management transfer or not. Loyal customer may transfer with word of mouth communication at the its around. Customers may do word of mouth communication if customers satisfaction management?s submitted goods and service quality with related to built customer loyalty. Service quality may be expressed to are met in what degree customer?s expectations, Customer loyalty, is expressed as under the circumstances where the customer choice may change and despite marketing efforts customer contuining to buy the services and goods which they have bought before, again becoming the loyal customer of the same business.This study participated students who going to college preparatory classroom at Uşak center. The participants were selected by convenience sampling method. İn this study reliability analysis, factor analysis, variance analysis and regression were carried out using SPSS 18 program interpreted.According to the data is obtained from study?s results, service quality dimensions?s in order of reliability, empathy, responsiveness, tangibility and assurance were the effect of customer loyalty and also customer loyalty was positive effect word of mouth communication, in addition to girl students more loyalty than boy students, girl students more effect word of mouth communication than boy students. Lastly; income stage wasn?t effect customer loyalty. Anahtar Kelimeler: Service Quality, Customer Loyalty, Word of Mouth Communication.