An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Otaibi, Naif Mutlaq Al; Yasmeen, Kausar

doi:10.5296/jebi.v1i1.6657

Cited by 13 publications

(13 citation statements)

References 219 publications

(54 reference statements)

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“…Results indicate that service quality is strongly associated with trust and satisfaction while weakly associated with customer commitment. This is consistent with various previous studies such as Yan et al (2011); Beneke et al (2012); Al Otaibi and Yasmeen (2014).…”

Section: Discussionsupporting

confidence: 94%

An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh

Datta¹,

Fraser²,

Lebcir³

2018

JBRMR

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The context of this study is Bangladesh`s food retailing sector. The main purpose of this study is to investigate the relationship between Customer Relationship Marketing (CRM) and customer retention. The core aim of Relationship Marketing is to build long lasting mutually bonded relationships with customers and various other important stakeholders. The concept has attracted considerable attention among scholars in recent decades and has appeared in service marketing literature as a new marketing paradigm. The concept is critical to the success of any organisation as it has been an accepted phenomenon that maintains that existing customers are far easier to retain than is the process of acquiring new customers. In order to stay in business and cope with the challenging business dynamism, organisations are continuously searching for reliable and serviceable strategies to be employed in order to increase customer retention. However, there is a lack of consensus among researchers on the core antecedents of relationship marketing that can be used to achieve the above aims, especially while the concept is new in the context of organised retailing sectors in Bangladesh. In response, the study developed a conceptual framework of customer retention strategy which incorporates bonds, service quality and relational quality into one relationship model. The model establishes eleven hypotheses. A sample of 202 grocery food retail customers were selected in a random sample from four selected superstores. The results support hypothesized relationships built on the model. The findings indicate that service quality, trust, bond and customer satisfactions are vital for creating positive customer loyalty which in turn creates customer retention.

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Section: Discussionsupporting

confidence: 94%

An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh

Datta¹,

Fraser²,

Lebcir³

2018

JBRMR

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“…Yee et al (2011) revealed that service quality, customer satisfaction, and employee loyalty have a positive influence on customer loyalty, especially in the high-contract service industry. Moreover, Otaibi and Yasmeen (2014) attempted to study perceived service quality and customer satisfaction, which affect Saudi customer loyalty, and reviewed relevant previous studies that investigated the relationships among the said three variables.…”

Section: Customer Loyaltymentioning

confidence: 99%

Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman

et al. 2020

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This study attempts to examine the impact of service quality on customer loyalty and customer satisfaction using the SERVQUAL model for four main Islamic banks in the Sultanate of Oman. This is a quantitative nature of a study, which involved a structured, self-administered questionnaire based on a convenience sampling method gathering data from 120 customers of Islamic banks in Oman. The study data were analyzed using SPSS, and the reliability coefficient (Cronbach’s alpha) was established. The correlation analysis examined the significant relationships among the study variables. The impact of service quality dimensions on customer satisfaction was captured through regression analysis. The key findings of the study revealed that the respondents showed on average an “Agree” response in the five areas, namely, tangibles, responsiveness, reliability, assurance, and empathy. The correlation results depicted a significant relationship between the three variables: service quality, customer satisfaction, and customer loyalty. Similarly, regression results demonstrated that empathy and responsiveness dimensions have a significant positive impact on customer satisfaction. It is, therefore, recommended that banks should focus more on empathy and responsiveness considering the significant relationship of these two variables on customer satisfaction. However, banks should not neglect the importance of other variables such as reliability, assurance, and tangibles that are revealed as important by responses of the participants for the bank’s provisions.

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“…In an increasingly competitive business environment in which marketers and customercentric organisations recognise the cost incurred in acquiring a new customer far exceeds that required to sustain the relationship with an existing customer (Myler, 2016); the Service quality in supermarket sector favourable effect of service quality (Ladhari, 2009) and customer satisfaction (Lam et al, 2004) on loyalty; and the positive relationship that exists between customer loyalty and profitability (Bowen and Chen, 2001), "the issue of customer loyalty is becoming increasingly important" (Baumann et al, 2012, p. 148). However, researchers (Al Otaibi and Yasmeen, 2014) suggest that considering the complexity of the effect of service quality and customer satisfaction on customer loyalty, further investigation is warranted. Kyle et al (2010) propose that the two recognised dimensions of loyalty are the attitudinal dimension (customers repurchase intention and willingness to recommend the service to others) and behavioural dimension (repeat purchases).…”

Section: Customer Loyaltymentioning

confidence: 99%

“…Fiji is one such developing nation whose supermarket sector is dwarfed by Australian and Pacific Rim countries and forms the basis of this study; it, nonetheless, is caught up in the tides of change and insatiable competition of the global supermarket sector. Against this backdrop, the growth of domestic supermarkets and entry of multinational supermarket chains into developing countries (Reardon and Gulati, 2008), in addition to increasing population, urbanisation and disposable income, have resulted in dramatic changes in supermarket customer's consumption patterns, service expectations, satisfaction and loyalty (Al Otaibi and Yasmeen, 2014) and have challenged and necessitated ever-changing, enhanced offerings by supermarkets. Hence, even in developing countries, a supermarket's service encounter process and delivery of superior service quality are not only critical to differentiate from competitors (Kitapci et al, 2013) and to improve customer satisfaction (Jamal and Anastasiadou, 2007), but also to build loyal customers critical for business survival and success (Kursunluoglu, 2014).…”

Section: Introductionmentioning

confidence: 99%

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

Slack

Singh

2020

TQM

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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

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An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Cited by 13 publications

References 219 publications

An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh

An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh

Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

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