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Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis

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  • Pei Chao

Abstract

Customer loyalty has emerged as a strategic imperative for most firms. Many studies conducted in different industries have empirically proven that the overall perception of service quality is one of the essential factors to establish customer loyalty. The value of these empirical findings per se has been questioned because of the derivative information for lack of specificity and diagnostic usefulness to managers. Moreover, extant literature has signified the nature of the relationship between service quality and customer behavior to be disparate. These purported disparities may result from prior research on the basis of global-level analysis. Thus, this study is intended to examine the nature (including main, curvilinear and moderation) of the relationships between service quality and customer loyalty at the service-attribute level. Service quality is conceptualised in terms of four service attributes: personnel, operational, physical and merchandise. Customer loyalty consists of two behavioural indicators: visiting frequency and amount spent per visiting. The research sample was drawn from the customer database of a large wholesalers located at the metropolitan area of Kaohsiung in Taiwan. Regression analyses were performed to analyse the hypotheses under study. Most empirical results have confirmed evidence available in the extant literature and highlighted the complex nature of the quality--loyalty relationship. By implication, these disparate relationships identified in prior global-level studies may coexist when the basis of research analysis was on the attribute level. The research findings derived from the attribute-level analysis, we believe, may provide important information to both academics and practitioners.

Suggested Citation

  • Pei Chao, 2008. "Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 95-116, January.
  • Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:95-116
    DOI: 10.1080/02642060701725610
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    Cited by:

    1. Michelle Yoo & Billy Bai & Ashok Singh, 2020. "The evolution of behavioral loyalty and customer lifetime value over time: investigation from a Casino Loyalty Program," Journal of Marketing Analytics, Palgrave Macmillan, vol. 8(2), pages 45-56, June.
    2. Vera, Jorge & Trujillo, Andrea, 2013. "Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 579-586.
    3. Michelle Yoo & Billy Bai & Ashok Singh, 0. "The evolution of behavioral loyalty and customer lifetime value over time: investigation from a Casino Loyalty Program," Journal of Marketing Analytics, Palgrave Macmillan, vol. 0, pages 1-12.
    4. Vera Martínez Jorge & Espinosa Mascarúa Marco Tulio, 2014. "Atributos relevantes de calidad en el servicio y su influencia hacia la lealtad de la marca en la industria aseguradora de automóviles en México," Contaduría y Administración, Accounting and Management, vol. 59(3), pages 285-306, julio-sep.
    5. Kim, Joon Ho & Kang, Kyung Ho, 2018. "The effect of promotion on gaming revenue: A study of the US casino industry," Tourism Management, Elsevier, vol. 65(C), pages 317-326.
    6. Ilona Skačkauskienė & Neringa Vilkaitė-Vaitonė & Sergej Vojtovic, 2015. "Model for measuring customer loyalty towards a service provider," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 16(6), pages 1185-1200, December.
    7. Luis Enrique IBARRA MORALES & Jesús VELÁZQUEZ & Lourdes PARTIDA & Cinthia FRANCO, 2015. "Quality Service and Its Relation With Global Satisfaction in Fast Food Consumers. A Case Study," Expert Journal of Business and Management, Sprint Investify, vol. 3(2), pages 119-128.
    8. Vera Martínez Jorge, 2013. "Atributos de calidad del servicio de la telefonía móvil para clientes mexicanos y su impacto en la satisfacción y en la lealtad hacia la marca," Contaduría y Administración, Accounting and Management, vol. 58(3), pages 39-63, julio-sep.

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