Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis

Chao, Pei

doi:10.1080/02642060701725610

Cited by 65 publications

(40 citation statements)

References 64 publications

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“…Many studies have also found a direct positive link between SQ perceptions (arguably a cognitive evaluation) and customer behavioral intentions (Chao, 2008). Cronin et al (2000) The Standardized Regression Weight for the path linking ISQ to ESQ was 0.69 which was found to be significant at a significance level of .05.…”

Section: Hypotheses 4 S No Null Hypothesis (H0) Alternative Hypothementioning

confidence: 99%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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This study uses a hybrid scale to identify the factors contributing to internal and external service quality at employer-employee interface in the SMEs of emerging economies like India. 144 shop floor workers and executives working in different SMEs situated in northern India participated in an interview schedule to rate the quality of services being offered to (and delivered by) the employees in such units on 1-5 Likert scale. Application of factor analysis followed by Structural Equation Modelling developed a model showing how organization's HR practices influences employee service quality which consequently leads to Satisfaction and Loyalty which are the established indicators of competitive advantage for such firms. The model is empirically validated using model fit indices and is found satisfactory. This paper thus proposes an empirical framework for the measurement of employee service quality in a relatively less explored sector. This study finds support for strengthening relationships with employees to achieve a culture of achievement in SMEs. The two scales proposed in this study can be used as benchmarks by SME practitioners for evaluation of services being offered to (and delivered by) their employees. The methodology used may be applied in more such settings for evolving a generic and tailor-made scale.

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Section: Hypotheses 4 S No Null Hypothesis (H0) Alternative Hypothementioning

confidence: 99%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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“…By emphasizing the importance of customer perspective to performance, this BSC signifi cantly infl uences the progress of organizations in pursuing quality [22]. Meanwhile, service quality has been viewed as essential criterion for customers in evaluating their service providers and developing customer loyalty [13]. Thus, service quality has been long deemed crucial competitive advantage [1].…”

Section: Introductionmentioning

confidence: 98%

Compare strategy of different hospitals on the global budget system

Lin

Peng

2011

Journal of Information and Optimization Sciences

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This study describes the ongoing development of an evaluation model with BSC criteria to be used to help hospitals in choosing a suitable strategy. The results reveal that the three subject hospitals have a balance among customer perspectives, learning and growth, internal business processes and fi nancial measures, as is supported by BSC. And the multidimensional scaling analysis (MDS) show that "Establish strategic alliances with other clinics," "Limit outpatient numbers," "Increase inpatient numbers," "Decrease costs" favored by case study hospital. Finally, the BCG model reveals that hospital A adopts profi t direction, hospital B adopts cost direction and hospital C is unclear.

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“…The product quality also differentiates the product or service in competitive world (Zeithaml, 1988,Aaker, 1996; Yoo, Donthu, & Lee, 2000; Low & Lamb, 2000). There are so many dimensions of product or service quality (Chao, 2008). The Nordic School's view of service quality consists of two dimensions: functional quality and technical quality and (Gronroos, 1984).…”

Section: Perceived Product Qualitymentioning

confidence: 99%

Influence of Brand Loyalty in Telecommunication Sector in Pakistan

Anjum¹,

Rizwan²,

Khaleeq³

et al. 2013

jpag

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Brands play a very important role in consumer markets. They bridge a relationship between the consumers and the company. Brand loyalty is a consumer's preference to purchase a particular product or service at first or repeatedly in a competitive market. The general purpose of this study is to investigate the factors leading to brand loyalty in service sector. Specifically, we are concerned to observe the factors affecting brand loyalty in telecommunication sector of Pakistan. The sample size of 150 is taken through convenient sampling method. The survey method is used to collect the data from the respondents through self-administered questionnaire. The regression analysis approved the significant positive relationship of the proposed factors with brand loyalty.

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Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis

Cited by 65 publications

References 64 publications

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Compare strategy of different hospitals on the global budget system

Influence of Brand Loyalty in Telecommunication Sector in Pakistan

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