Last edited by Zulkirr
Thursday, July 30, 2020 | History

2 edition of The relationship between service quality and customer retention found in the catalog.

The relationship between service quality and customer retention

Yangwei Zhang

The relationship between service quality and customer retention

by Yangwei Zhang

  • 140 Want to read
  • 13 Currently reading

Published .
Written in English


Edition Notes

Thesis (M.B.A.) - University of Surrey, 1998.

StatementYangwei Zhang.
ContributionsUniversity of Surrey. Surrey European Management School.
ID Numbers
Open LibraryOL23128657M

The author argues that the value of customer service is not just a service, but also the relationship between the company‟s employees, its image, as energy costs. We can see that Dulskis () singled out customer satisfaction factors, so for companies it is important to see and evaluate the delivery efficiency, the staff friendly attitude.   Customer service is the No. 1 driving force behind the consumer market, and most business owners understand that the relationship between customer service and customer loyalty is simple. If you provide good customer service, your customers will be happy and will keep coming back; if you provide bad customer service.

relationship marketing and service quality and customer satisfaction is moderated by emotional intelligence in the financial services sector (Danquah, ; Opuni & Adu-Gyamfi, ), this study investigates if this situation is also prevalent in the hospitality sector. authors state that there are significant differences in relationships between retail service quality and customer loyalty on the dimensions level (Bloemer, de Ruyter and Wetzels, ), however, some studies do not find direct relationship between service quality and loyalty (Cronin and Taylor, ).

Design/methodology/approach ‐ The relative importance of traditional and automated service quality factors on customer retention was examined with the intention of determining which indicator factors are likely to have a significant impact on customer retention. The paper then proposes a conceptual model of the relationship between service. significant relationship between service quality and customer satisfaction; but Umeå University had no significant relationship between service quality and customer satisfaction. Meanwhile the group result showed that: ´responsiveness`, empathy´ and ´reliability´ were significantly related to service quality; ´reliability` and `empathy`.


Share this book
You might also like
Scarf Jack

Scarf Jack

U.N. World Conference of the U.N. Decade for Women

U.N. World Conference of the U.N. Decade for Women

Maharani

Maharani

Fly. An almanack

Fly. An almanack

Management Development and Productivity Centre

Management Development and Productivity Centre

Sylvia Plath and the mythology of women readers

Sylvia Plath and the mythology of women readers

Summer water balance in Southern Ontario watershed

Summer water balance in Southern Ontario watershed

Global multiculturalism

Global multiculturalism

gallows and the cross.

gallows and the cross.

Students Sanskrit­ English Dictionary

Students Sanskrit­ English Dictionary

If they ask you, you can write a song

If they ask you, you can write a song

Income support for 16/17 year olds

Income support for 16/17 year olds

The relationship between service quality and customer retention by Yangwei Zhang Download PDF EPUB FB2

service quality indeed contributes to the long-term relationships and customer retention. Introduction The quality of services is considered to be. However, the few empirical investigations in this area indicate that a direct relationship between these constructs is weak or even nonexistent.

The overall purpose of this article is to develop a conceptual foundation for investigating the customer retention process, with the use of the concepts of customer satisfaction and relationship by: This study was designed to examine the relationship between service quality, customer satisfaction and customer’s re-patronage intentions in the context of the restaurant industry.

The respondents were restaurant improving customer retention and maximizing share of customers in. Relationship between Service Quality, Customer Loyalty and Customer Satisfaction Article (PDF Available) in Lahore Journal of Business 6(2). IMPACT OF TOTAL QUALITY MANAGEMENT PRACTICES ON CUSTOMER RETENTION AND SATISFACTION.

CHAPTER ONE INTRODUCTION BACKGROUND TO THE STUDY Total quality management practice is a firm-wide management philosophy of continuously improving the quality of the products/services/processes by focusing on the customers’ needs and expectations to enhance customer retention.

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector Ngo Vu Minh, Nguyen Huan Huu Abstract This study develops and empirically tests the interrelationships between service quality, cus-tomer satisfaction, and customer loyalty in a retail banking context.

The results indicated that there was a certain relationship between service quality and customer satisfaction based on different cultural background. In addition, service quality had significantly impacts on customer satisfac-tion.

Sureshchandar et al. () found that service quality and customer satisfaction were highly related. Methodology. that customer satisfaction is an antecedent of customer trust.

Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed. The future studies may replicate in other service contexts and comparison of models of government and private banks will give more understanding. service quality has significant positive relationship with customer retention in presence of customer relationship characteristics.

Customer relationship characteristics is also tested as moderators with service quality (tangibility, reliability, responsiveness, assurance and empathy) and found significant.

The Link Between Customer Satisfaction and Customer Retention Many authors (Reichheld and Kenny, ; Zeithaml,; Bowen and Lawler, ; Schlesinger and Heskett, ) have cited the relationship between customer retention and the quality of service experienced by the customer.

This study investigates the relationship between Internet Banking Service Quality and Customer Retention in Deposit Money Banks in Rivers State. The objectives of the study were to investigate the influence of internet service efficiency and website design on Customer Retention.

The study adopted the quasi-experimental research design which employed the cross sectional survey. relationships and quality on customer‟s retention (Lin and Wu, ). Retention and attraction of new customer are used as drivers for increase in market share and revenues (Rust et al, ).

In the retention of customer, it is important for firm to know who. indicate that a direct relationship between these constructs is weak or even nonexistent. The overall purpose of this article is to develop a conceptual foundation for investigating the customer retention process, with the use of the concepts of customer satisfaction and relationship quality.

The article involves a critical examination of. THE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE RETAIL SUPERMARKET INDUSTRY A thesis submitted in fulfilment of the requirements of the degree of MASTER OF COMMERCE Department of Management RHODES UNIVERSITY by THINKWELL NDHLOVU SUPERVISOR: Hans-Peter Bakker CO-SUPERVISOR:.

on Customer Retention. The Impact of CRM on Customer Retention Supervisor: Dr. Salehi The purpose of this thesis is study of Customer Relationship Management process products and service, value, satisfaction, quality, exchange, transactions, relationship, markets.” (Kotler - p.

The key difference between customer loyalty and customer retention is that customer loyalty is customer’s predisposition to select a brand with resistance to competitors, while customer retention is the process of keeping existing customers.

Customer retention and customer loyalty are very important concepts in a marketing er, both these concepts are helpful to build. The central idea is that CS increases loyalty of customers, which reflects in their intention of repurchase or remain consuming the service provided by the same operator; i.e.

Customer Retention (CR). This relationship between CS, CR and companies’ profits explains the growing interest of marketing researchers on the determinants of CS. Customer relations management (CRM) is about maintaining long-term customer relationships.

This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term.

In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a Reviews: 2. The Relationship Between Customer Satisfaction & Retention.

Service Quality: Definition & Dimensions Customer retention is getting a customer to return after her first purchase, and. A Common agreement between numbers of literatures about the relationship between service quality and customer satisfaction, and their findings were that there is a strong relationship between both of them.

position. Nevertheless, satisfaction is also a great interest to practitioners because of its important effect on customer retention. 1. Always provide great customer service. Customer service is the main point of contact between your customers and your business. You must have heard of cases when business opportunities were ruined by substandard customer service.

Even an excellent product may fall victim to poor service. Thus, make sure your customer service is perfect.The paper then proposes a conceptual model of the relationship between service quality factors within the two contexts and customer retention. AMOS 5 was used to test for the hypothesized relationships., – All of the traditional service quality factors have positively influenced customer retention.Downloadable!

A variety of factors have been identified as potentially increasing or improving customer retention rates. But this research study examined to analyze the moderating impact of overall customer’s relationship characteristics between the service quality and customer retention in collective.

Respondents would be the users of a bank.