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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.

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.

International Journal of Economics and Financial Issues

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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.

Furthermore, customer loyalty is indirectly influenced by service quality through customer satisfaction. Finally, other key finding is the relationship between customer satisfaction and customer loyalty, which is stronger for customers who perceive high value than for those who perceive low value. According to the findings, the implications and future research directions are provided.

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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.

International Journal of Economics and Financial Issues

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.

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.


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