relationship between service quality and customer loyalty pdf Friday, May 21, 2021 7:06:33 AM

Relationship Between Service Quality And Customer Loyalty Pdf

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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.

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

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. This paper aims to sum up a series of function mechanism between service quality and customer loyalty through the analysis of domestic and foreign literature, which will provide some ideas of building model in the future research.

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Journal Metrics Google-based Impact Factor : 5. Notifications View Subscribe. Associate Editors Dr. Aashish Srivastava , Monash University, Australia. Mattia Iotti , University of Parma, Italy. Font Size. Abstract Customer loyalty is the most precious intangible assets of modern enterprise. Full Text: PDF. Remember me.

International Journal of Economics and Financial Issues

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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. Toggle navigation. This work is licensed under a Creative Commons Attribution 4. Journal Metrics h-index February : 38 iindex February : h5-index February : 22 h5-median February : 33 Learn more. Contact Alyssa Sun Editorial Assistant ijms ccsenet.


The study further showed that the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) have weak to moderate positive linear relationships with the purchase intentions dimension of customer loyalty.


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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.

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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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4 Comments

Jordan S. 28.05.2021 at 10:22

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

Lawrence A. 28.05.2021 at 13:34

Publication Frequency.

Spencer B. 30.05.2021 at 11:44

In sum, service quality has a positive relationship with customer loyalty. These findings hold implications for industry operators on key areas to pay attention to in.

Hamilton D. 31.05.2021 at 05:13

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