Can Service Quality, Trust, and Customer Satisfaction Engender Customers Loyalty?
نویسندگان
چکیده
This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the study indicate that trust and customer satisfaction are significantly and positively related to customer loyalty. Customer satisfaction has found to be an important mediator between perceived service quality and customer loyalty. A clear understanding of the postulated relationships among the studied variables might encourage the mobile service provider(s) to figure out appropriate course of action to win customers’ trust by providing better services in order to create a loyal customer base.
منابع مشابه
A Model of E-Loyalty and Word-Of-Mouth based on e-trust in E-banking services (Case Study: Mellat Bank)
Customers extend robust trust to a business when they believe the business puts their interests first. Good experience of banking services and recommendations of other customers can increase trust. Loyalty and Word of mouth (WOM) is accepted as key factors successes of marketing. This paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement ...
متن کاملThe impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry
The purpose of this study was to test how potential customers’ perceptions of a hotel’s corporate social responsibility activities, service quality, and transparency affect relationship quality constructs such as trust, satisfaction, and customer loyalty. Our research design consisted of utilizing a convenience survey of 487American potential hotel customers. We then followed a two-step approac...
متن کاملThe relationship of service quality, customer satisfaction and loyalty with future intention for participation of fitness centers (Case study Rasht Township)
The purpose of this study was to determine the relationship of service quality, customer satisfaction and attitudinal loyalty on future intention of participations in fitness and aerobic centers of Rasht Township. The design of this study was correlational. The population of study includes all costumers of aerobic and fitness centers in Rasht that have one year attendance in this clubs. So, Acc...
متن کاملSatisfaction towards Customer Loyalty in Auto-Mobile Industry of Pakistan
This study investigates the factors affecting the brand loyalty of the customers of Auto-mobile industry in region of Pakistan with the use of ECSI model. A well-organized structured questionnaire was distributed among the customers of Auto-mobile industry. The questionnaire was based on 5 Point likert-type scale. Results show that the customer expectations have a direct positive impact on perc...
متن کاملThe effect of external service quality on customer’s loyalty in hotel’s industry supply chain (Case Study: Parsian Hotels)
Service quality is a factor for measuring customer satisfaction in hotel industry. Therefore, in order to achieve competitive advantage and maintain customers, improving service quality has become an important tool in hotel industry to achieve customer satisfaction which is lead to customer loyalty. Because companies are developing close relationships with suppliers and customers. Since then th...
متن کامل