@article{article_325945, title={EFFECTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION, TRUST, CUSTOMER LOYALTY AND WORD OF MOUTH: AN APPLICATION ON CARGO COMPANIES IN GÜMÜŞHANE}, journal={Global Journal of Economics and Business Studies}, volume={6}, pages={81–88}, year={2017}, author={Yıldız, Emel}, keywords={Service quality, Trust, Customer satisfaction, Customer loyalty, Word-of-mouth}, abstract={<p class="MsoNormal" style="margin-bottom:.0001pt;text-align:justify;line-height:150%;"> <span style="font-size:9pt;line-height:150%;font-family:’Times New Roman’, serif;color:rgb(34,34,34);">Although
products and services are expressed as similar in the definition of modern
marketing, services vary from products as feature. These differences emerge
more clearly in today’s competitive market. Inherent characteristics of
services also differentiate marketing of them.  Especially concepts such
as quality, trust and satisfaction have become more important.  </span> <span style="font-family:’Times New Roman’, serif;font-size:9pt;">The purpose of this study is to examine
the effects of service quality on customer trust and customer satisfaction;
customer trust and customer satisfaction on loyalty and loyalty on word of  mouth. In the concept of the study cargo
companies operating in Gümüşhane are examined and questionnaire applied to 460
customer of this cargo companies. Validity and Reliability of scales are tested
by Cronbach’s Alpha and Factor Analysis. Then hypothesis are tested by
Structural Equation Modelling. As a result, it is found that service quality
has positive effect on satisfaction and trust; satisfaction and trust have
positive effect on loyalty and loyalty affect word of mouth positively.  </span> </p> <p> </p>}, number={12}, publisher={Gumushane University}