Service Quality and its Impact on Customer Satisfaction and Customer Loyalty in Supermarkets/Grocery Stores in TRNC

The problem of quality in service trade is constantly worried by buyers and sellers for quite natural reasons. Quality is one of the fundamental characteristics of the goods, which has a decisive influence on consumer demand and competitiveness. In addition, the quality of trade services is a tool in the competition. Therefore, in the competitive market of great importance given to the quality of trade services, since it determines the effective trading activity of any enterprise, the main indicator of which is the amount of profit. The aim of the study is to identify the amount of the quality service provided by supermarkets/grocery stores and its impact on the customer satisfaction and customer loyalty in Turkish Republic of Northern Cyprus. The main objectives of this study are to analyze the consumer behavior and preferences of visitors’ retailers of TRNC, as well as to develop a list of recommendations of consulting for a variety of retailers to meet the requirements of their customers, the ratio respect to the quality of their services. The data will be collected from different supermarkets and grocery stores in Northern Cyprus by distributing questionnaires. Keywords: service quality, customer satisfaction, customer loyalty, supermarkets/grocery stores in TRNC.