Validation of SERVQUAL Model in Relation to Customer Loyalty: Evidence from FMCGs in Pakistan

Ahmed, Ammar; Khuwaja, Faiz Muhammad; Othman, Ismail Bin Lebai; Qureshi, Muhammad Asif; Ali, Rao Akmal

doi:10.30537/sijmb.v4i2.111

Cited by 2 publications

(8 citation statements)

References 51 publications

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“…Moreover, they have been investigating the factors that may affect the customer loyalty and retention. However, we find weaker evidences of scholarly work on the relationship of service quality and customer retention in general and especially in hotel/food industry (Ahmad, Khuwaja, Othman, Qureshi, & Ali, 2017;Venetis & Ghauri, 2004). Further, Ahmad et al (2017) argue that relationship need investigation in Pakistani context.…”

Section: Introductioncontrasting

confidence: 56%

“…However, we find weaker evidences of scholarly work on the relationship of service quality and customer retention in general and especially in hotel/food industry (Ahmad, Khuwaja, Othman, Qureshi, & Ali, 2017;Venetis & Ghauri, 2004). Further, Ahmad et al (2017) argue that relationship need investigation in Pakistani context. Similarly, Andaleeb & Conway (2006) argued that the context in which a restaurant operates may be of vital concern for the customer.…”

Section: Introductioncontrasting

confidence: 56%

“…The current study intended to investigate the proposed relationship in food industry (restaurants) which is supported in the previous studies (Ahmad et al 2017;Hanaysha, 2016;& Andaleeb & Conway, 2006).…”

Section: Methodsmentioning

confidence: 70%

“…Organizations strive for customer retention and loyalty to maximize their profit (Ahmad et al, 2017). Customer retention refers to the efforts of organization to make the customer loyal.…”

Section: Customer Retentionmentioning

confidence: 99%

“…Assurance involves the ability of employees to be courteous to customer and inspire trust and confidence among them. Empathy is the most vital facet of service quality that involves caring and offering individualized attention to the customers (Ahmad et al, 2017).…”

Section: Service Qualitymentioning

confidence: 99%

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Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

Ahmed¹,

Naseer²,

Asadullah³

et al. 2020

ACDMHR

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In this competitive environment, organizations strive to satisfy their customer by providing best quality service at affordable and fair prices with a view to enhance their revenues. To achieve the objective of revenue maximization, organizations strive to identify the factors that help them in retaining their customers. Drawing from the signalling theory of marketing, the current study proposes a novel conceptual model representing the impact of service quality with food quality and price fairness on customer retention in restaurant sector of Pakistan. The paper underlines an important arena of knowledge for academicians as well as organizational scientists on the subject. On the basis of literature available on the variables understudy, the present study forwards eight research propositions worthy of urgent scholarly attention. The conceptualized model of the present article can also be viewed significant in unleashing further avenues for the restaurant management entities, policy makers and future researchers in the domain of managing in the service sector businesses.

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Section: Introductioncontrasting

confidence: 56%

Section: Introductioncontrasting

confidence: 56%

Section: Methodsmentioning

confidence: 70%

“…Organizations strive for customer retention and loyalty to maximize their profit (Ahmad et al, 2017). Customer retention refers to the efforts of organization to make the customer loyal.…”

Section: Customer Retentionmentioning

confidence: 99%

Section: Service Qualitymentioning

confidence: 99%

See 3 more Smart Citations

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

Ahmed¹,

Naseer²,

Asadullah³

et al. 2020

ACDMHR

Self Cite

View full text Add to dashboard Cite

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CSR or ISO Certifi cation: What Does Really Matter for Consumer in Developing Countries ?

Ahmad

2019

IBTJBS

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This empirical study was aimed to discover the impact of corporate social responsibility (CSR) and international standardization of organization (ISO) on corporate reputation (CR) and corporate reputation’s effect on consumer loyalty (CL). In addition, the relationship of corporate reputation & trust (T), corporate reputation with consumer company identification (CCI) was also examined. Lastly the association of consumer company identification, trust and consumer loyalty (CL) was also analyzed. The data was collected from 500 students of three different universities and survey instrument was administrated. Overall, eight hypotheses were examined to confirm the relationship among variables by using the CFA (Confirmatory Factor Analysis) and structural equation modeling (SEM) was used to test the validity of the instrument with the help of AMOS and SPSS software. The result indicated that ISO and environmental CSR has direct relationship with corporate reputation. Corporate reputation had direct association with trust. Whereas, corporate reputation was significantly positive related with consumer company identification. Subsequently, Trust also showed positive relation with loyalty and positive relationship was found between consumer company identification and consumer loyalty. Furthermore, results showed that community development- corporate social responsibility had no relationship with corporate reputation and corporate reputation was significantly related with customer loyalty. The findings of this study contribute in the literature provided instrument authenticity and adaptability in Pakistani context. In this study limitations and future recommendations were also provided.

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Validation of SERVQUAL Model in Relation to Customer Loyalty: Evidence from FMCGs in Pakistan

Cited by 2 publications

References 51 publications

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

CSR or ISO Certifi cation: What Does Really Matter for Consumer in Developing Countries ?

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