Abstract

Service quality and customer satisfaction have become a widely discussed issue for two decades. However, only a few intention used shipyard as the marketing researches target of these variables. The authors investigate the relationships between service quality dimensions and consumer satisfaction in shipyard industry. The authors test the significance of the relationships between service quality dimensions and consumer satisfaction. The results suggest that four service quality dimensions (tangible, responsibility, responsiveness and assurance) are antecedents of consumer satisfaction in this industry, while empathy has less effect on satisfaction. Implications for managers and future research are discussed.

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