Impact of Service Quality on Customer Trust, Purchase Intention and Store Loyalty, with mediating role of Customers’ Satisfaction on Customer Trust and Purchase Intention (Published)
Service Quality is most important dimension on which customer satisfaction is based. The main theme behind this research paper is to examine the impact of Service Quality on Customer trust, Purchase Intention and Store Loyalty where Satisfaction performs the role of mediator with Trust and Purchase Intention. Also, this study will analyze the impact of Store image on store Loyalty. This study is conducted mainly under the context of Grocery shopping in Jeddah, Saudi Arabia. Sample of 322 has been taken by using convenient sampling. Results show that all predicted hypothesis has been accepted after conducting the regression test. Positive impact has been seen between service quality and trust, service quality and purchase intention, and service quality and store loyalty. Also mediating role of customer satisfaction has been seen on customer trust and purchase intention. Finding also reveals that store image positively impact the store loyalty. This study will be helpful for researchers for future consideration in Saudi Arabia which provide useful implications as well.
Determinants of Brand Loyalty among Consumers’ in the Mobile Telecommunication Industry in the Faculty of Management Sciences, Akwa Ibom State University, Nigeria (Published)
The main objective of this study was to examine the determinants of brand loyalty among mobile telecommunication consumers in the Faculty of Management Sciences, Akwa Ibom State University. The survey research design was adopted for the study. The primary data were obtained through questionnaire administered to 175 respondents using simple random sampling technique and a total of 145 copies of questionnaire were retrieved for data analysis. Four hypotheses were formulated and tested at 0.05 level of significance and the data for the study were analyzed using tables, frequency, percentage and Pearson Correlation.The findings of the study revealed that service quality, price, promotion, and network coverage have significant relationship with brand loyalty among subscribers of mobile telecommunication service. Based on this,it was recommended among others that mobile telecommunication service providers should ensure continuous improvement on service quality to attract subscribers’ interest to their network.
An Investigation of Factors Affecting Customers’ Satisfaction in the Supermarket Sector In Ho Chi Minh City (Hcmc) – Vietnam (Published)
This empirical study was conducted to find out the relationship among four factors such as brand image, service quality, product quality, and price toward customer’s satisfaction in supermarket in HCMC. The qualitative approach was applied to point out the measurement of the scales of factors and the quantitative approach was to test whether these observed variables contributing to these factors or not. After that, the author conducted a survey to customers who go shopping in Co.op Mart and Vinmart. After checking and selecting the suitable samples, the author collected 221 samples to analyze for this study. There was the test for the reliable theoretical framework that was conducted to test whether the hypothesis was supported or not. As a result, based on multiple regression analysis, the theoretical framework was significant and all the hypotheses were accepted. The factor affecting most to customer’s satisfaction was Price, the second one was Service Quality, the third one was Product Quality, and finally one was Brand Image. In general, this research model was conducted properly and valued to study. Supermarkets in HCMC can apply this empirical study to set up their business strategies and improve their customers’ satisfaction in order to enhance competitive competence as well as attract more new customers in the new era.
Service Quality, Customer Satisfaction Towards Customer Loyalty ( A Case Of Ila Vietnam) (Published)
The quality of service has become an aspect of customer satisfaction and has been proved that it comes from the combination of the excellent learning process and public satisfaction on the service delivered. The main purpose of this study is to examine what factors that play an important role in satisfying customers, and which one has the biggest impact on that mission, particularly at ILA Vietnam. A mixture of qualitative and quantitative research are used to collect data from customers of ILA Vietnam in 17 centers to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. The findings suggest providing quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. This study contributes to existing theories by confirming or adding value to the relationships that are involved in customer satisfaction and service quality. Besides, the provided results could be useful for managers at ILA in strategic planning.
Understanding The Relationships between Service Quality, Customer Satisfaction and Loyalty: An Investigation of Ghana’s Retail Banking Sector (Published)
This study set out to examine the interrelationships between service quality, customer satisfaction, and customer loyalty for the Ghana banking industry. The paper also evaluates the effects of the individual dimensions of service quality on overall service quality. Primary research data were collected using questionnaires administered face-to-face, via systematic random sampling approach. Confirmatory Factor Analyses (CFA) was then used to test the hypotheses and address the research objectives as well. The results showed that the three variables were positively interrelated, albeit with different p-values for significance. The five dimensions of service quality, tangibility, reliability, responsiveness, assurance and empathy, each affects overall service quality positively and significantly). The effects of service quality on customer satisfaction was direct, positive but insignificant. In the same manner, customer satisfaction positively but insignificantly impacts customer loyalty. Service quality was seen to positively and significantly affect customer loyalty in this study. The findings therefore serve as a good guide for banks to work at improving service quality, which will in turn positively influence satisfaction and loyalty.
The Industry 4.0 Factor Affecting The Service Quality of Commercial Banks in Dong Nai Province (Published)
Vietnam has favorable conditions for access to join the 4.0 industrial revolution (Industry 4.0). Vietnam has a young population structure, most of them live in rural areas but the level of education and access to new technology services by Vietnamese people is quite high compared to other countries in the world. The percentage of people using mobile phones is also high, with more than one mobile subscriber per capita. In that context, the banking service quality sector in general as well as the payment sector in particular has witnessed the strong impact from Industry 4.0, together with the introduction of a number of new technology applications. In the field of finance – banking (Fintech); Commercial banks have brought many opportunities and challenges for the banking industry, including payment operations in Vietnam. The study results showed that there were 200 staffs related to commercial banks who interviewed and answered about 9 questions. Data collected from July 2016 to July 2017 for the staffs of commercial banks in Dong Nai province. The paper had been analyzed KMO test, Cronbach’s Alpha and the result of KMO analysis which used for multiple regression analysis. Bank staffs’ responses measured through an adapted questionnaire on a 5-point Likert scale (Conventions: 1: Completely disagree, 2: Disagree, 3: Normal; 4: Agree; 5: completely agree). Hard copy and online questionnaire distributed among 50.000 the staffs of commercial banks in Vietnam. In addition, the exploratory factor analysis (EFA) results showed that there were two factors, which included of factors following: Industry 4.0 human resources (X1) and Industry 4.0 network security (X2) with significance level 5 percent. In addition, all of two components affecting the service quality of commercial banks with significance level 5 percent. The research results processed from SPSS 20.0 software.
Revisiting Student Satisfaction through Servqual: Private Tertiary Education Perspective (Published)
The objective of the study is to explore the relationship between the SERVQUAL dimensions of service quality and student satisfaction. Factor analysis, multiple regression, t-test, and ANOVA were employed to analyze data. A sample size of 119 was gathered from four private universities in Dhaka and respondents were students. Finally, 117 were found suitable for analysis. The study reveals that responsiveness, assurance, empathy, and student quality have significant influence on student satisfaction. Among these, assurance illustrated the strongest influence on student satisfaction followed by empathy and student quality. These findings can be valuable inputs for academic leaders to enhance student satisfaction. In this endeavor, student quality is being incorporated as an additional dimension of SERVQUAL. This realistic contribution may modify academic leaders to think in a progressive way in assessing student satisfaction in future. Finally, the study discloses that overall service quality has a positive significant influence on student satisfaction.
Determinants of Student Satisfaction in the Context of Higher Education: A Complete Structural Equation Modeling Approach (Published)
The objective of this study is to investigate the relationship between service quality, program quality and student satisfaction in the context of higher education. In the context of higher education, most of the private universities are incapable of upholding the quality of higher studies in Bangladesh. Subsequently, student dissatisfaction has been detected, and institutions have failed to establish a positive image in the minds of employers. Moreover, in depth investigation on student satisfaction is under-researched in respect of private universities of Bangladesh. Past researchers have examined the only direct affiliation between service quality and student satisfaction, ignored program quality absolutely. The Structural Equation Modeling (SEM) is used to analyze the influence of independent variables and hypotheses testing. The population of this study was fourth-year business students of nine ‘grade one’ private universities in Bangladesh. Data (n=331) were gathered from students pursuing studies at different private universities in Bangladesh. The study has discovered that service quality and program quality both have statistically strong significant impact on student satisfaction but program quality has explained more variance on student satisfaction. These unique findings imply that academic authorities should nurture the program quality rigorously in order to enhance student satisfaction without ignoring service quality. The findings of this study would bring benefits to both practitioners and academics for formulating appropriate strategies to ensure student satisfaction, especially in the perspective of private higher education.
Nigeria in the last few decades has experienced a tremendous growth in the number of public and private hotels. The biggest challenge in today’s competitive business environment is how to retain customers and ensure customer loyalty. Also, Guest relationships in the hotel industry are strategic assets of the organization and customer satisfaction becomes the starting points to defining business objectives. The study therefore analyzed the indices of customer satisfaction in the hospitality industry in Nigeria. The research analyzed the significance of key factors that determine customer satisfaction. A structured questionnaire on staff performance, cost, hotel facilities, environment and porn accessibility was developed and used to collect information from the study sample. The structured questionnaire was administered to 400 respondents purposively. Descriptive statistics and regression analysis were used to analyze the data. The result showed that cost, hotel environment, hotel facilities and income respectively were seen to have a strong impact on customer satisfaction at 5% level of significance, while staff performance seems significant at 10%. There was a relationship between service quality and customer satisfaction. The study makes a significant contribution to the service quality management literature because few empirical studies are available dealing with this aspect of the hotel management in Nigeria. It would also help service providers in the hotel industry to understand aspects of service variables that need urgent improvement.
Evaluating the Relationship between Service Quality and Customer Satisfaction in Microfinance Institutions in Wakiso District, Uganda (Published)
The paper investigated the relationship between service quality and customer satisfaction in microfinance institutions in Wakiso district. A correlational cross-sectional survey design was used. Both quantitative and qualitative approaches were employed. Questionnaires and interviews were used to collect data from 10 selected SACCOs. Data were collected from samples of SACCO members, board of directors, audit committee members and staff of the selected SACCOs. Documentary analysis was also done to enrich conceptualization of the problem and interpretation of data. Findings revealed that service quality aspects are collectively explanatory variables of customer satisfaction in SACCOs in Wakiso district. Furthermore, the aspect of management communicating effectively with all stakeholders is significantly related to customer satisfaction. The study concludes that service quality should be emphasized in SACCOs in order to ensure customer satisfaction. SACCOs management bodies should further investigate to better understand how their clients think and respond to service quality, because they are seeking to improve their customer satisfaction levels.
Service Quality and Customer Satisfaction in Nigerian Mobile Telephony (Published)
The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. It is against this backdrop that this research seeks to empirically measure how service qualiy/delivery impact on customer satisfaction of Mobile Telecommunication providers in Nigeria. The data used for this study were obtained using a structured survey questionnaire. The questions were close ended and used a 5 point Likert-scale. The sample consists of 532 mobile subscribers in Nigeria, using a simple random sampling technique spread across all the six geo-political zones in the country while a proportionate sampling approach was adopted by the researcher to give a fair representation to the service providers using the proportionality formula. The data obtained from the survey were analysed using the Statistical Package for Social Sciences (SPSS), Version 20. The survey was restricted to subscribers using the four major GSM mobile phone operators. The research determined that a relationship exist between service quality/delivery and customer satisfaction, also between SERVQUAL reliability dimension and customer satisfaction and between customer satisfaction and switching intention among mobile phone users in Nigeria. The results have indicated that the two constructs ( SQ and CS ) are undeniably independent but are closely related and without a doubt, potential partners, implying that an increase in one is likely to cause a change in another. It is therefore recommended that with the ever-increasing influence of the Nigeria Communications Commission (NCC),and the continous complying with is one major strategy that the companies must adopt to remain cost-effective.
This study focuses on the predictive indicators of customer loyalty among GSM users in the South-Eastern Nigeria. Most of the studies on customer loyalty in the Nigerian GSM market are alien to South-Eastern Nigeria. The main objective of this study is to empirically inquire the factors that influence customer loyalty in the Nigerian GSM market. The study adopted survey research design and the population of study is the mobile phone users in Anambra State. Quota sampling method was employed while the sample size was determined using survey systems formula. Questionnaire was employed as the research instrument and the reliability test was achieved using split-half method. Factor analysis was used for data reduction and multiple regressions were employed to test the hypotheses. The findings revealed that trust, customer satisfaction, corporate image, service quality, network coverage have significant effect on customer loyalty with customer satisfaction as the strongest predictor of customer loyalty in the Nigerian GSM market. In addition, prompt customer service was seen to have no significant effect on customer loyalty. It was recommended that GSM service providers should focus more on customer satisfaction, trust, corporate image, service quality, and network coverage in order to build sustainable relationship with their customers as to become very competitive. Also, attention should be paid on providing quality customer care service elements.
The Influence of ATM Service Quality on Customer Satisfaction in the Banking Sector of Nigeria (Published)
The study investigates the influence of ATM service quality on customer satisfaction in the banking sector of Nigeria. The study adopts survey research in which questionnaires are accidentally administered on customers of four banks randomly selected for the study (First Bank of Nigeria Plc., United Bank for Africa Plc., Guarantee Trust Bank Plc. and Skye Bank Plc. at the ATMs terminals of the Banks during transactions. Multiple Regression Analysis, Descriptive Statistics of the Mean, Standard Deviation, Tables and Charts are the main tools of data analysis. Findings reveal that the higher the ATM service quality, the higher the level of satisfaction it provides. The study then concludes that ATM service quality determines customer satisfaction. Some recommendations are offered on the way forward
An Analysis of Factors Impact on Customer Satisfaction in Vietnam Restaurants: Case of Fast Food Restaurants (Published)
The primary purpose of this study is to explore the factors that investigate the customers’ evaluation and perception about determinants influencing on customer satisfaction at Vietnamese fast-food restaurants. It is very essential for every business not only to retain their existing customers but also to extend and appeal more new customers significantly. In this study, the scale is measured on four main factors as Service quality, Product quality, Price, and Environment affecting to all common fast-food restaurants in Vietnam market. To appraise and evaluate the influence of each factor, the study uses the mixed method of quantitative and qualitative researches. The findings from the study revealed that the current situation of each factor in Vietnam fast-food industry and how extremely influencing each factor is. Furthermore, these findings also provide useful strategies and understandable knowledge to improve and develop in Vietnamese fast-food restaurants as well as the satisfaction level from customers.
Information Technology Capability, Adoption, Logistics Service Quality and the Performance of Third Party Logistics Providers (Published)
The purpose of the study was to examine the relationships between IT capability, IT adoption, logistics service quality and performance of third party logistics firms in Uganda. The study was prompted by the delays in customs clearance; bureaucratic systems and lengthy cargo forwarding processes largely of manual nature that are evident among the activities of the third party logistics providers in Uganda. This could be attributed to lack of IT capability, low IT adoption and poor logistics service quality. A cross sectional data was collected from a sample of 80 registered clearing and forwarding firms in Uganda selected from a population of 109 firms using a simple random sampling technique. Data was collected using a close ended questionnaire. The results indicate significant positive relationships between IT capability, IT adoption, logistics service quality and performance of third party logistics firms. Findings also revealed that IT adoption and logistics service quality are significant predictors of the performance of the third party logistics providers. However, IT capability was found not to be a significant predictor of performance of third party logistics providers. Findings further revealed that IT adoption was a better significant predictor of the performance of third party logistics providers than logistics service quality. The research recommends that clearing and forwarding firms in Uganda need to adopt IT quicker and increase logistics service quality in order to improve on the performances of their clearing and forwarding operations especially in the areas of documentation, cargo tracking, warehousing, and shipment operations.
Factors Affecting the Service Quality Standards at the International Airports When Viet Nam Integrates TPP: A Study at Tan Son Nhat Airport, Ho Chi Minh City, Vietnam. (Published)
The results this study was to identify and analyze the factors the service quality standards at the Tan Son Nhat International airport according to 39 criteria following the International Association of Aviation standards. Qualitative and quantitative research methods were combined to conduct 575 passengers with 39 observed variables (the International Association of Aviation standards) to determine the factors affecting the service quality standards at the Tan Son Nhat International airport. The study results showed that 05 factor group is influenced (1) Competence, (2) Responsiveness, (3) Access, (4) Tangibles, (5) Reliability. The objects of the findings are as follows: First, to identify the factors that affect the service quality standards at the Tan Son Nhat international airport; Second, to determine the prior order of the impact degree of factors on affecting the service quality standards at the Tan Son Nhat international airport; Third, to propose solutions for service quality at Tan Son Nhat international airport following international standards in the trend of international integration.
Effect of Service Quality Dimensions on Customer Satisfaction: A Comparative Analysis of Pakistan Telecom Sector (Published)
The purpose of this study is to establish the relationship between service quality and customer satisfaction. Two main dimensions of service quality were taken i.e. reliability and empathy. This is a quantitative analysis and the data was collected in the form of communication-based questionnaires. The sample size was 400 respondents and four main telecom service providers were considered for the study. The results were calculated by analytical software SPSS-20. It was concluded that service reliability and service empathy both have an effect on customer satisfaction. It was also determined that some factors were more satisfactory than the others. The findings of study reveal that percentages of customer satisfaction change with the service quality dimensions of reliability and empathy. Overall, it can be established that there is a significant relationship between customer satisfaction and service quality dimensions of empathy and reliability.
ASSESSING THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A CASE STUDY OF THE CELLULAR INDUSTRY OF GHANA (Published)
The study investigated the relationship between service quality and customer loyalty in the Cellular industry of Ghana. The research was conducted after the introduction of the Mobile Number Portability (MNP) system. The SERVQUAL model was used to measure relationship between service quality and customer loyalty among cellular service providers with customer satisfaction mediating these variables. Survey questionnaire was used to collect 311 data from mobile users who are subscribers of 5 of the major cellular firms in Accra Metropolis of Ghana. The data was analysed using correlation and multiple regression analysis. The findings revealed that service quality variables such as Tangibles, Responsiveness, Reliability, Assurance and Empathy have a positive influence on customer loyalty through customer satisfaction. The result further revealed customer satisfaction has a direct relationship with customer loyalty. The study recommends that mobile operators endeavour to improve the quality of mobile services offered to clients.
AN EMPIRICAL STUDY OF FACTORS AFFECTING CUSTOMER LOYALTY OF TELECOMMUNICATION INDUSTRY IN THE KINGDOM OF SAUDI ARABIA (Published)
This research aims to evaluate the effect of the variables; namely, price, service quality, brand image and trends on customer loyalty of service providers of mobile phones in Saudi Arabia. A questionnaire was developed and distributed to a convenient sample throughout the major cities of Saudi Arabia. A total of 775 were returned representing a response rate of 89.6%. The study showed that the majority of respondents had prescribed to more than one service provider at the same time. Additionally, it was revealed that all the variables tested; price, service quality, brand image and trends, had a direct effect on customer loyalty of service provider. Results obtained from this research will offer necessary feedback for improving a company’s strategy, marketing mix, services, and product offerings, thereby, achieve customer satisfaction and improve their customer loyalty while attracting new ones.
ANALYZING THE ANTECEDENTS OF CUSTOMER LOYALTY (Published)
This research study looked at analyzing the antecedents of customer loyalty namely; corporate image, customer satisfaction, and service quality. Based on the review of the previous literature, the research hypotheses were drawn. Questionnaires were designed and distributed to the tourists’ residents of the five stars hotels in Egypt. Findings revealed a positive relationship between corporate image and customer loyalty, customer satisfaction and customer loyalty and service quality and customer loyalty. It’s suggested that future research may be extended to other sectors and domains within Egypt.