The effects of service quality and customer satisfaction on customer loyalty in steel company services

Liao, Kun-Hsi; Li, Y. C.

doi:10.1109/icieem.2011.6035421

Cited by 3 publications

(7 citation statements)

References 21 publications

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“…Based on the above results, it was concluded that the service quality, brand image and customer satisfaction of leisure business had a direct relation with customer loyalty. These findings were in accord with the results of studies by preceding authors (Reichheld & Sasser, 1990;Anderson & Sullivan, 1993;Leigh, 2001;Martin, Ugur, & Dirk, 2003;Antti & Ugur, 2005;Chiang & Jang, 2007;Liao, 2007;David & Dominiek, 2008;Bindu et al, 2009;Xiang & James, 2010;Liao & Li, 2011).…”

Section: Discussionsupporting

confidence: 90%

“…Induction of a lot of the domestic and foreign related literatures discovered that in the various trades and occupations, the service quality, brand image, customer satisfaction and customer loyalty were related to a greater degree of presence and interaction (Liao, 2007;Liao & Li, 2011). For example, promoting service quality, brand image and customer satisfaction are important management strategies that will affect the customer loyalty.…”

Section: Leisure Service Managementmentioning

confidence: 99%

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The Casual Effects of Service Quality, Brand Image, Customer Satisfaction on Customer Loyalty in the Leisure Resort Enterprise

Liao¹

2012

CUBR

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Owing to the growth of economic, people have more demand for leisure activities. How to improve customer's loyalty has become a key strategy for service management. The purpose of this study was, taking leisure resort enterprise as an example, to explore the casual relationships between service quality, brand image, customer satisfaction, and customer loyalty. A total of 300 subjects from Taiwan population were voluntarily participated in this study. The LISREL (Linear Structural Relationship) model verification results showed that the overall goodness-of-fit indices (GFI) was 0.952 and χ 2 was 128.639 (df = 95), which indicated an empirically good fit with the model. It was concluded that the service quality, brand image and customer satisfaction of leisure business have a direct relation with loyalty, and the service quality has an indirect effect on loyalty through customer satisfaction. These findings would be a reference for marketing management in the leisure enterprises.

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Section: Discussionsupporting

confidence: 90%

Section: Leisure Service Managementmentioning

confidence: 99%

The Casual Effects of Service Quality, Brand Image, Customer Satisfaction on Customer Loyalty in the Leisure Resort Enterprise

Liao¹

2012

CUBR

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“…We further expanded our analysis to compare our results with previous studies in the same cultural clusters (e.g. Liao, 2011) and explore any potential within-cluster similarities and differences among customer expectations from Mainland China with those of Taiwan (the Republic of China). While both are part of the Confucian Asia cluster, the results in Table 4 indicate mixed outcomes in terms of cultural effects on service expectations among mainland Chinese and Taiwanese diners.…”

Section: Resultsmentioning

confidence: 99%

“…The inference to be drawn is that mainland Chinese customers place emphasis on all service expectation dimensions or overall service quality expectations related to mien-tzu – leading us to support H1 . Liao’s (2011) study of mien-tzu and service expectations in Taiwan indicated that Taiwanese customers give importance exclusively to the tangible aspects of service expectations – leading to the rejection of the aggregate effect of mien-tzu on service expectations in Taiwan. One possible explanation is that chain restaurants and particularly hotel restaurants in Taiwan typically do not capture the authentic flavours of popular local cuisines.…”

Section: Discussionmentioning

confidence: 99%

A cultural theory perspective to service expectations in restaurants and food services

Liao,

Soltani,

et al. 2024

IJQSS

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Purpose Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer’s underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster. Design/methodology/approach This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations. Findings The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture. Practical implications Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations. Originality/value This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters.

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“…Central to this is the immense significance of maintaining customer contentment, which significantly shapes their prosperity. Positioned as the pivotal factor influencing customer retention, loyalty, and market leadership, ensuring customer satisfaction plays a crucial role in this domain (Ali, 2023;Khalayleh & Al-Hawary, 2022). It finds its foundation in service excellence, accurate pricing, expansive network coverage, responsive customer assistance, and the overall user experience.…”

Section: Knowledge Culture and Customer Satisfactionmentioning

confidence: 99%

Exploring the Phenomenon of Knowledge Management and Performance of MNOs in Nigeria

Nda,

Garba Sule,

Dangana

2024

Innovare J Edu

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This study explored the phenomenon of knowledge management and performance of MNOs. The study investigated the effect of the knowledge culture of MNOs on customer satisfaction and examined the effect of knowledge creation on the competitiveness of MNOs. In this study, the survey research design was utilized. For this study, the researcher employed the technique of stratified random sampling to select the sample. A sample size of three hundred and sixty-six was chosen. Quantitative data was gathered and analyzed using statistical methods like mean, standard deviation, and regression to establish the effects and relationship between the independent and dependent variables. Findings showed that the knowledge culture of MNOs has a significant positive effect on customer satisfaction and that knowledge creation has a significant positive effect on the competitiveness of MNOs. The study concluded that managing knowledge is crucial for the performance of MNOs. The study recommended that MNOs prioritize and actively cultivate a robust knowledge culture within their organizations and that MNOs should actively foster continuous knowledge creation within their organizations.

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The effects of service quality and customer satisfaction on customer loyalty in steel company services

Cited by 3 publications

References 21 publications

The Casual Effects of Service Quality, Brand Image, Customer Satisfaction on Customer Loyalty in the Leisure Resort Enterprise

The Casual Effects of Service Quality, Brand Image, Customer Satisfaction on Customer Loyalty in the Leisure Resort Enterprise

A cultural theory perspective to service expectations in restaurants and food services

Exploring the Phenomenon of Knowledge Management and Performance of MNOs in Nigeria

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