Service loyalty

Abstract

Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response rate of 20.5 per cent is obtained. Results indicate that customer satisfaction does play a mediating role in the effect of service quality on service loyalty. The effects of a number of demographic indicators on service loyalty are also reported. Implications are discussed, limitations of the study are noted and possible areas for further research are indicated.

Measuring Service Quality in the Banking Industry: A Hong Kong Based Study

“…This result is consistent with research by Caruana (2002), Butcher, Sparks, and O'Callaghan (2001), Ehigie (2006) and Lam and Burton (2006). This study provides motivation and insights to managers in the retail banking industry to further emphasize increasing customer satisfaction.…”

“…Many studies have been conducted to determine the factors of service quality. For example, researchers have found that customer satisfaction can lead to customer loyalty (Caruana, 2002;Caruana et al, 2000). Loyal customers will tend to repurchase from the same service provider (Ryan et al, 1999); in turn, firm revenue will increase in the long run.…”

Adaptação cultural e validação dos construtos: serviço logístico, satisfação e lealdade

“…O objetivo deste trabalho é entender, descrever e avaliar o processo de adaptação cultural dos construtos serviço logístico (MENTZER; FLINT; HULT, 2001), satisfação (SELNES;GONHAUG, 2000) e lealdade (STANK et al, 2003;CARUANA, 2002) para a língua portuguesa, bem como análise de sua validade e confiabilidade. Existem diversas outras medidas passíveis de investigação, porém este trabalho focou nestes construtos específicos pelo interesse dos autores em aplicar estas medidas em estudos posteriores.…”

The Relationship of Service Quality on Consumer Satisfaction in Shipyard Industry

“…It relates to retention of customers at the aggregate level (Zeithaml et al, 1996;Woodside, Frey & Daly, 1990). While perceived service quality is a consumer judgement (a form of attitude) and resulted from comparisons consumers make between their expectations and their perception of the actual service performance (Zeithaml, 1988;Bahia & Nantel, 2000;Caruana, 2002). One effective means of achieving competitive advantage and differentiating strategies involves superior service quality (Yang & Fang, 2004).…”

“…Researchers and managers pay increasing attention to relationship of service quality and customer satisfaction (e.g Cronin, Brady, and Hult, 2000;Sureshchandar, Rajendran, & Anantharaman, 2002;Sivadas & Baker-Prewitt, 2000;González, Comesana, & Brea, 2007;Caruana, 2002;Olorunniwo, Hsu, & Udo, 2006;Tam, 2004;Eboli & Mazzulla, 2007;Siddiqi, 2011;Murray & Howat, 2002;Al-Hawari & Ward, 2006, Hu, Kandampully, & Juwaheer, 2009Kouthouris & Alexandris, 2005;Yang & Fang, 2004). They have become a widely discussed issue for decades, both theory and practice.…”