Exploring the Relationship Among Service Quality, Customer Satisfaction and Customer Loyalty: A Case Study of Carrefour Hypermarket

The purpose of this study is to explore the relationship among service quality, customer satisfaction and customer loyalty for Carrefour Corporation in Taiwan. A questionnaire survey was conducted to fulfill this purpose using a sample of 290 effective questionnaires gathered from customers in five service areas of Carrefour hypermarket at Tainan branch. The analysis of statistics such as hierarchical regression analysis, path analysis and canonical correlation analysis were used to analyze the data. We found that service quality is significantly associated with customer satisfaction. Service quality and customer satisfaction both have a significantly positive effect on customer loyalty. Finally, customer satisfaction mediates the effects of service quality on customer loyalty.