Abstract:

In an intense competitive environment, the diversity of services, the changing and increasing expectations lead to increasing the importance that give to quality. Since the quality of the service that is perceived consists mainly of non-material elements, it has become one of the important tools in achieving a competitive advantage in terms of the retail and service centers. Another key point in’s achieving sustainable competitive advantage is the intention of consumers to buy again. This study is aimed at determining the impact of the quality of the service perceived in the shopping center of Sivas on the intention of re-buy. The 22 materials SERVQUAL scale developed by Parasuraman and his friends (1988) has been used to measure the quality of the service perceived by consumers. For the intention of re-buy, the scale was used, consisting of 3 expressions created by Parasuraman, and his friends (2005). The survey form was prepared for the testing of models and hypotheses.