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An empirical study of employee loyalty, service quality, cost reduction and company performance

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  • Ivana Tomic
  • Zdravko Tesic
  • Bogdan Kuzmanovic
  • Milos Tomic

Abstract

The focus of this study was on investigating the relationships among employee loyalty, service quality, cost reduction and company performance, with the aim to investigate the impact of employee loyalty to company performance. The research model was developed and empirically tested on the sample of 100 service companies with 317 questionnaire surveys conducted in the Republic of Serbia and Bosnia and Herzegovina. Using different statistical analysis (the Kolmogorov-Smirnovljev statistic, Path analysis, A.M.O.S. statistic software and lavaan software) leads to the conclusion that employee loyalty is significantly related and has a positive influence on company performance.

Suggested Citation

  • Ivana Tomic & Zdravko Tesic & Bogdan Kuzmanovic & Milos Tomic, 2018. "An empirical study of employee loyalty, service quality, cost reduction and company performance," Economic Research-Ekonomska Istraživanja, Taylor & Francis Journals, vol. 31(1), pages 827-846, January.
    • Handle: RePEc:taf:reroxx:v:31:y:2018:i:1:p:827-846
    DOI: 10.1080/1331677X.2018.1456346
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    Cited by:

    1. Altanchimeg Zanabazar & Tsolmon Jambal & Solongo Natsagdorj & Iva Klementová, 2024. "Analyzing the Impact of Organizational Trust on Job Engagement: A Mediating Role of Employee Loyalty," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 11(4), pages 105-119, June.
    2. Christos Papademetriou & Sofia Anastasiadou & Stylianos Papalexandris, 2023. "The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses," Sustainability, MDPI, vol. 15(10), pages 1-23, May.
    3. María M. Muñoz & Sergey Kazakov & Jose L. Ruiz-Alba, 2024. "Sectorial evaluation and characterization of internal marketing orientation through multicriteria analysis," Operational Research, Springer, vol. 24(2), pages 1-19, June.

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