Relationship between service quality and customer loyalty pdf

Posted on Friday, April 30, 2021 10:07:38 PM Posted by Edwin J. - 01.05.2021 and pdf, free pdf 0 Comments

relationship between service quality and customer loyalty pdf

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This study aims to explore the relevance among service quality, relationship quality and customer loyalty. With the customers of the Taiwanese chain stores in the catering industry as the research subjects, it collects data through questionnaire and analyzes the data with the descriptive statistics, the reliability and validity analysis, and the multiple regression analysis. According to the research results, this study offers some reference to relevant enterprises and provides a direction for future studies.

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This study investigates the effects of customer investment expertise and perceived switching costs on the relationships between technical and functional service quality and customer loyalty. Technical service quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise increases. Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty as perceived switching costs increase. Six of eight hypotheses receive support. Implications are discussed for customer relationship management over the relationship life cycle. This is a preview of subscription content, access via your institution.

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Use of this Web site signifies your agreement to the terms and conditions. Special Issues. Contact Us. Change code. International Journal of Business and Economics Research. This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy, and 2 Customer Loyalty items.

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Skip to Main Content. A not-for-profit organization, IEEE is the world's largest technical professional organization dedicated to advancing technology for the benefit of humanity. Use of this web site signifies your agreement to the terms and conditions. The impact of service quality, customer satisfaction and loyalty in the restaurant industry: Moderating effect of perceived value Abstract: This study contributes to a conceptual model that, reflecting the mediating role of customer satisfaction and the moderating role of perceived value, indicates the effect of service quality on customer loyalty in the restaurant industry. The analysis confirms that customer satisfaction is positively influenced by service quality, whereas customer loyalty is positively influenced by customer satisfaction.

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The purpose of this study is to investigate the effects of service quality, customer satisfaction, and customer loyalty in the library of Trunojoyo University. In total, participants students participated in this research. Questionnaires were used for data collection. The results of the study indicate that service quality and customer satisfaction are significantly and positively related to customer loyalty. Student satisfaction has found to be an important mediator between service quality and student loyalty.


PDF | The current study investigated the relationship between service quality and customer loyalty across three emerging countries. The quantitative | Find.


Service quality and customer loyalty perspectives on two levels of retail relationships

A total of 1, surveys were administered to shoppers who were leaving a large chain departmental store in Victoria, Australia. The results showed that service quality is positively associated with customer loyalty, and that the relationship between the two is stronger at the company level, rather than at the interpersonal level. Specifically, among the dimensions of service quality, the most significant predictor of customer loyalty at a company level is tangibles, while the most significant predictor of customer loyalty at an interpersonal level is empathy. Further discussion and managerial implications can be drawn from these findings. Wong, A.

Publication Frequency. Customer loyalty is the most precious intangible assets of modern enterprise. In the era of service economy, improving the service quality has always been considered as one of the effective ways to improve customer loyalty. To a large extent, service quality can affect customer loyalty to the enterprise. The influence can be direct, and it can also be indirect.

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