An Exploratory Study of Service Quality, Corporate Image, and Customer Loyalty in Restaurants in Ghana

Martey, Edward; Amoasi, Richard; Aboagye, Prince

doi:10.18535/ijsrm/v6i12.em07

Cited by 2 publications

(2 citation statements)

References 13 publications

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“…The study utilized the Stimulus-Organism-Response (SOR) model and the results revealed that there is a significant effect between service quality, corporate image, student satisfaction, and student loyalty in the HEIs context. This has also yielded the similar outcomes with numerous past studies that examined service quality of the various services industry (Ashraf et al, 2018), such as travel companies (Maria et al, 2020), restaurants (Martey et al, 2018), supermarkets (Dam & Dam, 2021).…”

Section: Relationship Between Service Quality and Various Outcome Var...supporting

confidence: 74%

The Influence of Service Quality and Corporate Image of Royal Brunei Airlines: A Partial Least Square Approach

Chan

Irwan²,

Adzharuddin³

et al. 2022

IJBS

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The hospitality and tourism industries have become the pivotal industries that contribute to the growth of the nation's economy. However, fewer studies pay attention to the aviation industry where this industry has faced a lot of challenges and crises in the past decade. Hence, this study aims to examine the effects of service quality on the corporate image of Royal Brunei Airlines. The study utilized the SERVQUAL model to guide the study. A quantitative (survey) research design was employed using a total of 178 completed questionnaires obtained from the customers of Royal Brunei Airlines through purposive sampling. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.2.7. The results revealed that three (3) dimension of SERVQUAL (assurance, responsiveness, tangibles) has a positive and significant relationship with corporate image. However, empathy and reliability were found not significant to corporate image. Conclusion, implications, and suggestions for future study were also discussed.

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Section: Relationship Between Service Quality and Various Outcome Var...supporting

confidence: 74%

The Influence of Service Quality and Corporate Image of Royal Brunei Airlines: A Partial Least Square Approach

Chan

Irwan²,

Adzharuddin³

et al. 2022

IJBS

View full text Add to dashboard Cite

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“…A “halo effect” refers to the phenomenon where favorable impressions of a company's CSR activities positively impact perceptions of its products or services (Martey & Amoasi, 2019; Sen & Bhattacharya, 2001). This effect can enhance brand sustainability by fostering consumer loyalty and generating positive word‐of‐mouth recommendations.…”

Section: Literature Reviewmentioning

confidence: 99%

The role of CSR in sustaining corporate brands in the global market: The perspective of telecommunication companies in Ghana

Wu,

Amoasi

2023

Corp Soc Responsibility Env

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In recent years, the concept of corporate social responsibility (CSR) has gained significant attention. Companies now utilize CSR to strengthen their relationships with stakeholders and gain a competitive advantage. While CSR is more widely embraced in developed countries, developing markets like Ghana often overlook its potential benefits. This study examines the direct impact of CSR elements on brand sustainability. Additionally, it explores the moderating role of absorptive capacity in the relationship between brand sustainability and CSR. Data was collected from three hundred and fifty (350) questionnaires distributed to employees of Ghana's three most widely used telecommunications networks. The measurement model and hypothesis testing were evaluated using structured equation modeling PLS. The research findings indicate that CSR initiatives have positive and significant effects on the sustainability of social, environmental, and brand systems. Specifically, the economic dimension exhibited a negative correlation with brand sustainability in the MTN network, while the social dimension showed a positive relationship with each telecommunications network separately. The study concludes that absorptive capacity positively influences brand sustainability across all networks. Furthermore, the findings suggest that absorptive capacity beneficially modifies the environmental component of CSR and brand sustainability. Based on the study, it is recommended that service managers make concerted efforts to enhance customers' perception of the company's social concerns through various CSR initiatives.

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An Exploratory Study of Service Quality, Corporate Image, and Customer Loyalty in Restaurants in Ghana

Cited by 2 publications

References 13 publications

The Influence of Service Quality and Corporate Image of Royal Brunei Airlines: A Partial Least Square Approach

The Influence of Service Quality and Corporate Image of Royal Brunei Airlines: A Partial Least Square Approach

The role of CSR in sustaining corporate brands in the global market: The perspective of telecommunication companies in Ghana

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