This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction.,A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis.,Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions.,This research was conducted in the supermarket sector of only one country.,Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector.,This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.

中文翻译：

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超市服务质量维度和客户满意度对客户忠诚度和不忠诚度维度的影响

本文旨在研究服务质量维度和客户满意度对客户回购意向，口碑，抱怨行为和价格敏感性的影响，以及服务质量维度对客户满意度的影响。来自480家超市客户的数据。使用社会科学的统计数据包提供描述性和推论性分析。结果揭示了移情对客户满意度，客户回购意向和口碑的正面影响和程度，对客户抱怨行为和价格敏感性具有负面影响。客户满意度也显着影响这些客户忠诚度和不忠诚度维度。这项研究仅在一个国家/地区的超市部门进行。