scholarly journals The Relationship among Service Quality, Relationship Quality, and Customer Loyalty for Chain Restaurant Industry

2016 ◽  
Vol 8 (3) ◽  
pp. 33 ◽  
Author(s):  
Jui-Lung Chen
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Reliability And Validity ◽  
Restaurant Industry ◽  
Research Subjects ◽  
Research Results ◽  
Chain Stores ◽  
Catering Industry ◽  
Fierce Competition

<p>In an environment featuring fierce competition and consumers’ ever higher requirements on service quality, the enterprises in the catering industry are facing unprecedented pressure in their survival. This study aims to explore the relevance among service quality, relationship quality and customer loyalty. With the customers of the Taiwanese chain stores in the catering industry as the research subjects, it collects data through questionnaire and analyzes the data with the descriptive statistics, the reliability and validity analysis, and the multiple regression analysis. The research results show that the “tangibles”, “responsiveness” and “assurance” of service quality have effects on relationship quality. Moreover, the “assurance” of service quality and the “trust” and “commitment” have effects on customer loyalty. According to the research results, this study offers some reference to relevant enterprises and provides a direction for future studies.</p>

The role of service fairness in the service quality – relationship quality – customer loyalty chain

2015 ◽  
Vol 25 (6) ◽  
pp. 744-776 ◽  
Author(s):  
Apostolos Giovanis ◽  
Pinelopi Athanasopoulou ◽  
Evangelos Tsoukatos
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Higher Order ◽  
Equation Modeling ◽  
Content Type ◽  
Order Construct ◽  
Service Fairness

Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context. Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fairness. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates, along with service quality, the relationship between service fairness and customer loyalty and fully mediates the effect of service quality on customer loyalty. Finally, service fairness has the highest overall effect on customer loyalty. Research limitations/implications – The sample is industry-specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes. Practical implications – Interactional fairness is of utmost importance to customers of the investigated industry. So, customers should be fairly treated at every point of contact. Also, service quality is heavily affected by service fairness. Thus, fair service leads to high-perceived service quality. Third, service quality affects customer loyalty only through relationship quality. Only when service quality is coupled by long-term quality relationships, signs of customer loyalty appear. Finally, service fairness influences customer loyalty mainly through service and relationship quality and has the highest overall effect on customer loyalty. So, fairly treating customers is crucial for developing long-term relationships that lead to customer loyalty. Originality/value – The role of service fairness in the service quality-relationship quality-customer loyalty chain is investigated and using a higher order construct for relationship quality.

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

scholarly journals Does Quality Matter? A Study on Customer Expectation in Motorcycle Repair Provider in Surabaya, Indonesia

2020 ◽  
Vol 76 ◽  
pp. 01006
Author(s):  
Dhyah Harjanti ◽  
Edbert Karlison Theodore ◽  
Shahzad Ali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Spare Part ◽  
Spare Parts ◽  
Repair Service ◽  
Fierce Competition ◽  
The Impact

Motorcycle has become a common vehicle in Indonesia due to its flexibility to drive around in various geographical terrain. The number of motorcycle purchases in Indonesia is increasing annually, along with the repair services and spare part selling. Abundant repair service providers create fierce competition among themselves, so many providers maintain their service quality in order to retain their customer. The aim of this research is to investigate the impact of service quality and relationship quality to customer satisfaction in motorcycle repair providers. This research is using the quantitative approach, in which the data are collected by questionnaires distributed to samples of populations. The population is the customers who have purchased repair services and spare parts for their motorcycle, and the number of samples is 100 respondents. The data are analyzed with a SmartPLS software, and the results show a positive significant impact from service quality to customer satisfaction, a positive significant impact from service quality to relationship quality, and a positive impact from relationship quality to customer satisfaction. Therefore, for the long term competitive advantage, motorcycle repair service providers have to consider their service quality and relationship quality to retain their customers.

scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

scholarly journals MODEL EMPIRIS MEMBANGUN KESETIAAN PELANGGAN BERBASIS KUALITAS PELAYANAN DENGAN MEDIASI KUALITAS HUBUNGAN PADA INDUSTRI RITEL BERBASIS JEJARING MINIMARKET

2018 ◽  
Vol 11 (2) ◽  
pp. 311
Author(s):  
Mohammad Dimyati ◽  
Mochammad Farid Afandi
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Empirical Model ◽  
Indirect Effect ◽  
Sampling Method ◽  
Important Influence ◽  
Purposive Sampling ◽  
Region I

<p class="Style3"><em>The objective of this research is to analysis the direct effect of service quality on relationship quality and customer</em><em> </em><em>loyalty,</em><em> </em>the direct<em> effect of relationship quality on customer loyalty, and</em><em> </em><em>indirect effect of service quality on customer loyalty medi</em><em>a</em><em>ted by relationship quality. This research also aims to build an empirical model of customer loyalty based on service quality</em><em>,</em><em> mediated by relationship quality in the networked minimarkets in </em><em>Besuki Raya</em><em> Region, East Java Province, Indonesia. This is a confirmatory research and </em><em>also </em><em>explanatory research with p</em><em>opulation</em><em> consists of customers of the networked minimarkets located in </em><em>5</em><em> areas in B</em><em>esuki Raya.</em><em> Region, i</em><em>.</em><em>e., Banyuwangi, Jember, Bondowoso, Situbondo,</em><em> </em><em>Lumajan</em><em>g</em><em>. This research used purposive sampling method by distributing</em><em> </em><em>questionnaires</em><em> to respond</em><em>ents</em><em>. The total of 140 respondents used as the sample. The results show</em><em> </em><em>that the improvement of service quality directly increases re</em><em>lationship</em><em> quality, the improvement of relationship quality directly increases customer loyalty, and that relationship quality has a significant and important influence in med</em><em>iating the</em><em> effect of service quality on customer loyalty. </em>However, <em>this research proves that the improvement of service quality has no direct effect </em><em>on increasing customer loyalty.</em></p>

Service Quality Measurement at Brand Factory: An Empirical Study

2018 ◽  
Vol 43 (1-2) ◽  
pp. 70-77 ◽  
Author(s):  
Monica M. ◽  
Ramanaiah G.
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Service Provision ◽  
Business Strategy ◽  
Quality Measurement ◽  
Business Success ◽  
Actual Service ◽  
Fierce Competition ◽  
Perception Score

Service quality is an important factor that contributes to the customer loyalty and business success as evident from the extant literature. In the light of fierce competition, business firms can adopt service quality as a key differentiator and a key element of business strategy and retailing is no exception to this. This study was intended to measure the service quality at Brand Factory, future groups using SERVQUAL model. The descriptive design was used with the sample size of 100 customers in the Bangalore City to examine the gap between the expectation of the customers and perception with regards to service quality. The gap score for each dimension is calculated by subtracting the expectation score from the perception score. A negative gap score indicates that the actual service (the perceived score) was less than what was expected (the expectation score). Gap score is an indication of the level of quality of their service provision, and highlights areas requiring improvement. The findings show that the service quality at Brand Factory is satisfactory.

The Impact of Technology based Self Service Banking Service Quality on Customer Loyalty

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
Impact Of Technology ◽  
The Impact

The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalization is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focused upon for increasing customer loyalty.

Antecedents and Consequences of Relationship Quality in B2B Markets

2015 ◽  
Vol 6 (1) ◽  
pp. 35-60 ◽  
Author(s):  
Eman Mohamed Abd-El-Salam
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Vital Role ◽  
Business Relationship ◽  
Sustainable Business ◽  
Relationship Value ◽  
Business Customers ◽  
Business To Business

The purpose of this paper is to examine how service quality, relationship value, relationship quality and customer loyalty play a vital role in the Egyptian business to business market-and to test it empirically in agricultural business customers of chemical manufacturer with respect to their main supplier. The findings of this study show significant positive relationships among the variables under investigation. An international manufacturing company can manage its buyer-seller relationships to gain the trust, commitment, satisfaction, and loyalty of its business customers by offering high service quality. When the goal is to improve corporate marketing performance and increase business with an existing customer, managers should focus on the role of value as a key building block in their relationships. Relationship quality (satisfaction, trust and commitment) appears to be an important antecedent in establishing a sustainable business relationship. The paper adds to the understanding of business relationships in the Egyptian context by studying customer satisfaction, customer loyalty, customer trust, and customer commitment from the perspective of relationship-value-based dimensions. This approach emphasizes the pivotal role of relationship value as well as relationship quality, which has not been studied before in Egyptian business to business relationship markets.

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