Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Abstract

The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance.

Benefits sought, service quality, and their relationship with satisfaction and loyalty of banking customers in Indonesia

“…Satisfaction perceived by customers is not derived from satisfaction with bank physical facilities, attractive counters, solutions to banking problems, promises that are fulfilled, reliable and timely, but from the excellent service provided by employees, information about careful, quick, good, polite service processes from employees, getting solutions to problems related to service, feeling highly valued by employees, employees who are easy to get along with, respect and look voluntary in providing services. The results of this study are not in line with results of research conducted by Mosahab et al (2010) and Shpetim (2012) which showed that customer satisfaction plays the role of a mediator in the effect of service quality on service loyalty.…”

“…Mosahab et al (2010) showed that customer satisfaction plays the role that mediates the effect of service quality on customer loyalty. The same research was also conducted by Shpetim (2012) with the results that service quality has a significant positive effect on loyalty, and satisfaction has a positive effect on loyalty in the context of retail traders. Su et al (2017) found the structural equation modeling that generally supports the conceptual model and the results show that service fairness and service quality have a significant and positive impact on satisfaction and trust.…”

“…This research is expected to improve understanding for researchers related to the concept of benefit sought, service quality, satisfaction, and loyalty in commercial bank, Islamic bank, regional development bank, and rural bank. Understanding can be based on the variations contained in this study which provide different perspectives from previous studies as conducted by Mosahab et al (2010) and Shpetim (2012). These variations can be seen from the observed variables and research objects in various banking categories in Indonesia and using the same instrument.…”

Effect of Service Quality on Satisfaction and its Impact on Loyalty of Santri Pesantren Student Al Ma'soem

“…Perceptions of service quality determine customer satisfaction determine buying interest. Then the interaction between the quality of service and loyality of customers through customer satisfaction will determine consumer buying interest (Cf., Ganiyu, Uche, andElizabeth, 2012 &Çerri, 2012)…”

Analysis of Service Quality an Empirical Study of Customer Satisfaction in Information and Technology Service Companies

“…Quality can be improved by carrying out a product development and product development that is carried out is expected to reduce production costs (Azizah, Lestari, & Purba, 2018). Cerri (2012) Explains that customer loyalty is significantly influenced by customer satisfaction. Based on the proficiency level in this study, it was concluded that service quality has an effect on customer satisfaction that plays a role in increasing customer loyalty.…”