The Impact Of Service Quality On Consumer Loyalty
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The Impact Of Service Quality On Consumer Loyalty
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Author : Dr. David Ackah
language : en
Publisher: GRIN Verlag
Release Date : 2014-11-10
The Impact Of Service Quality On Consumer Loyalty written by Dr. David Ackah and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-10 with Business & Economics categories.
Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, ( Atlantic International University ) (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame. The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction
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Author : Shahrukh Salman
language : en
Publisher: Anchor Academic Publishing
Release Date : 2017-09-19
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction written by Shahrukh Salman and has been published by Anchor Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-19 with Business & Economics categories.
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
The Impact Of Service Quality On Consumer Loyalty
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Author : Dr. David Ackah
language : de
Publisher:
Release Date : 2014-12-01
The Impact Of Service Quality On Consumer Loyalty written by Dr. David Ackah and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-01 with categories.
Research Paper from the year 2013 in the subject Economics - International Economic Relations, grade: A, Atlantic International University (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame. The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.
The Impact Of Service Quality On Customer Satisfaction And Customer Loyalty The Case Of Mongolian Commercial Banks
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Author : 安雅文
language : en
Publisher:
Release Date : 2016
The Impact Of Service Quality On Customer Satisfaction And Customer Loyalty The Case Of Mongolian Commercial Banks written by 安雅文 and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.
An Empirical Evaluation Of The Impact Of Services Quality On Customer Loyalty At Customer Care Centre A Case Study Of Customer Service In Telecom Sector At Jodhpur
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Author : Dr. Ashish Mathur
language : en
Publisher:
Release Date : 2011
An Empirical Evaluation Of The Impact Of Services Quality On Customer Loyalty At Customer Care Centre A Case Study Of Customer Service In Telecom Sector At Jodhpur written by Dr. Ashish Mathur and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with categories.
Customer satisfaction is the result of good service provided to customers who can cultivate trust and faith. The customer's satisfaction is associated with the repurchase intention of the customers. The products of excellence can survive in the markets if proper customer care and service is rendered to the customers. Customer care and services are important for the service providers to enhance satisfaction and customer retention. Customer satisfaction, quality and retention are global issues that affect all organizations and the business solutions can be made simple if the post purchase services are rendered with honesty and integrity. Customer retention can only increase if the service and the performance of the company are high. There is challenge for the marketing firms to establish the image to provide personalized and customized services to the customer's. The aim of this paper is to study the impact of service quality in marketing to increase the customer loyalty and retention.
The Impact Of Service Guarantees On Service Quality Customer Satisfaction Loyalty And Firm Performance
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Author : Julie Mountain Hays
language : en
Publisher:
Release Date : 2000
The Impact Of Service Guarantees On Service Quality Customer Satisfaction Loyalty And Firm Performance written by Julie Mountain Hays and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with categories.
Impact Of Service Quality On Customer Satisfaction And Customer Loyalty
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Author : Saad Mateen Ahmed
language : en
Publisher:
Release Date : 2016
Impact Of Service Quality On Customer Satisfaction And Customer Loyalty written by Saad Mateen Ahmed and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.
In today’s intensive competitive world, capability of high-quality service is maintained by firms as a source of competitive advantage which is sustainable. Well satisfied customers are attained by firms which could provide higher quality services, which in turn results in loyal customers. For that matter, the satisfaction of customers has become the pivotal study of service marketing and operations management. Service firms such as banking services, including Islamic banking service, are vital to the economy of any country, as this sector contributes increased portion to its Gross Domestic Product (GDP) and higher employment rate. The survival, profitability and competitive advantage of the bank in today’s environment, lie on the bank’s ability to offer excellent service quality. Therefore ways to provide high quality products and services to satisfy existing and potential customers to make them remain loyal is utmost important. In spite of the increasing numbers of Islamic Banks in the Bahraini banking industry, very little empirical investigation has been carried out in understanding the impact of service quality that lead to customer satisfaction and customer loyalty. The current study thus endeavours to close the gap in the literature by focusing on the impact of service quality on customer satisfaction and customer loyalty in the Islamic banking sector of Bahrain. The present study has used SERVPERF model of service quality proposed by Cronin and Taylor (1992). Quantitative method was used for the current research. A well-structured questionnaire was personally administered by the researcher to obtain what will be the primary data for this research. A 7 point Likert scale has been used with “1” being strongly disagreed and “7” being strongly agreed. The study has used statistical software SPSS 20 to organize, classify and analyse all the data collected. The results indicated that the effect of Service Quality (SQ) on Customer Satisfaction (CS) and also the effect of Customer Satisfaction (CS) to Customer Loyalty (CL) were statistically significant supporting Hypothesis (H1) and Hypothesis (H3). Meanwhile, Service Quality (SQ) had not any significant effect on Customer Loyalty (CL) rejecting Hypothesis (H2). Furthermore, the results showed that Customer Satisfaction (CS) fully mediates the relationship between Service Quality (SQ) and Customer Loyalty (CL) which supported the hypothesis (H4). From the moderation analysis, it was found that neither Gender nor Educational level of respondents could moderate the relationship between Service Quality (SQ) and Customer Satisfaction (CS). Therefore the hypotheses (H5) and (H6) were rejected. This empirical study adds value to the current knowledge of Islamic banking service providers’ practices. To apply these findings to craft a strategy for better future and concentrate on their positioning in the market and also to offer enhanced service quality to their customers, would lead the Islamic banks in general and Bahrain in particular to new heights of competitiveness and sustainability.
Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Impact Of Service Quality In Organisations
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Author : Joseph Katie
language : de
Publisher:
Release Date : 2013-08
Impact Of Service Quality In Organisations written by Joseph Katie and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-08 with categories.
Scholarly Research Paper from the year 2012 in the subject Business economics - Personnel and Organisation, grade: A, University of Plymouth, language: English, abstract: This report draws from relevant academic theories and models in evaluating the current situation at Jakey Travel. Having identified the underlying issues at the firm, suitable measures to improve service quality at the firm are recommended. 1. Impact of Service Quality on Customer Loyalty A careful assessment of relevant literature reveals plenty of empirical evidence in support of the proposition that service quality is a significant determinant of customer loyalty (Akbar et al., 2010). For example, in a recent study of the impact of service quality on customer loyalty in the context of retail outlets, Sainy (2010) demonstrated that the former has a strong, positive effect on the latter. Oliver (1981) contends that customer loyalty develops gradually and is not a result of a single experience. More specifically, Oliver (1981) asserts that consumers first become loyal in a cognitive sense, i.e., when they perceive the quality of a service delivered to them by an organisation as superior compared to its competitors, they consider the firm as a 'wise' choice over other alternatives. At the second stage is affective loyalty when the consumer develops a liking for the firm based on cumulatively satisfying service experiences. The third stage is conative loyalty whereby the consumer is committed to buying services from the same firm. This leads to the fourth stage, known as action loyalty, whereby the consumer exhibits consistent repurchase behaviour and engages in positive word - of - mouth communication about the firm.
The Service Profit Chain
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Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 1997-04-10
The Service Profit Chain written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-04-10 with Business & Economics categories.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
