The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty (original) (raw)
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International journal of research and scientific innovation, 2022
Understanding customer satisfaction and customer loyalty in banking remains critical as banks strive to attain high performance standards to justify their existence. The aim of this paper, therefore, was to determine the mediating role of customer satisfaction between its antecedent, service quality and its consequent, customer loyalty. Quantitative research method was employed to generate 850 usable questionnaires through systematic random sampling. A mediation effect investigation was done, using regression analysis to establish the interrelationships between the three study constructs. Overall, the study empirically tested and established interrelationships between the three variables in Ghana's retail banking industry with satisfaction emerging as a strong mediator variable. Results of the study also revealed a positive and significant mediating role of customer satisfaction between service quality and customer loyalty. There were positive and significant relationships between service quality and customer satisfaction and between customer satisfaction and customer loyalty. The positive relationship between service quality and customer loyalty was insignificant. It is, therefore, concluded that, there is the need for banks to improve service quality at all levels, as the benefits to be derived are enormous, impacting strongly on customer satisfaction and weakly on customer loyalty.
2017
This study investigated the relationship between service quality dimensions and customer loyalty in the Nigerian Telecom market with particular interest in identifying if customer satisfaction plays a mediating role. Hypotheses were formulated vis-a-vis theoretical background and conceptual models. A survey data generated from 183 experienced telecom customers were used as the research database. The study utilized SERVPERF measuring scale for adaptability and Correlation techniques in analyzing the data. Basically, it was discovered that the empathy dimension of service quality has a strong and positive relationship with customer loyalty and customer satisfaction. The implication is that people crave contacts and are highly likely to be loyal to that service provider that gives them individualized attention in a service that is characterize by low contact between service provider and customers.
IP Innovative Publication Pvt. Ltd., 2017
Objective: The main purpose of this study is to examine the effects of service quality dimensions on customer satisfaction and service loyalty in telecom industry. Design/Methodology/Approach: Service quality, customer satisfaction and service loyalty were measured using 5-point like rt scale from the literature. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling were conducted to examine the effects of service quality on customer satisfaction and service loyalty. Findings: Not all dimensions of service quality affect customer satisfaction and service loyalty. Only empathy and reliability have significant effect on customer satisfaction, whereas, empathy, assurance, responsiveness and tangibility have significant effect on customer loyalty. When it comes to mediation, customer satisfaction partially mediates between empathy and customer loyalty. Research Limitation/Implications: The main limitation of the study is that it was confined to the city of Delhi only. India is a big and diverse nation, so the findings of Delhi city cannot be generalized for the entire nation. Secondly, present study focuses only on Telecom Service Industry. Practical Implication: The findings clearly indicate the dimensions of Service Quality which the practioners has to focus to provide better service quality.
Service Quality A Mediator of Customer Complaint Behaviour and Customer Loyalty
2015
Aims to examine the mediating role of service quality (SQ) in customer complaint behaviour (CCB) and customer loyalty (CL). Adopts a quantitative cross-sectional research design and uses the MedGraph program, Sobel tests and the Baron and Kenny method to test for mediation effect of SQ on the relationship between CCB and CL. SQ is a significant mediator in the relationship between CCB and CL of Ugandan mobile phone subscribers. Adding SQ to the relationship boosts the relationship between CCB and CL by 45% among the mobile phone subscribers studied. Findings suggest that when SQ is low, a high level of CL may not be attained among mobile phone subscribers. Managers, policy-makers, and mobile telephone companies should advocate and strive for improvements across all dimensions of SQ to boost the loyalty of cell phone customers. This study is the first to test the mediating role of SQ in the relationship between CCB and CL among mobile phone subscribers in a developing nation context. Contributes to the positive significant influence of SQ in enhancing the level of CL based on CCB.
Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
The present research was conducted in a bank in Tehran, Iran, in 2009Iran, in /2010. This report is the outcome of a field research, which aimed to determine the quality of services offered by Sepah Bank, and also to study the relationship between the service quality, satisfaction and loyalty. In this research, the service quality standard model has been used for evaluation of service quality, model with some revision was used for evaluating the loyalty, and the instrument offered by was used for evaluation of customer satisfaction. The focus of this research is a Sepah Bank branch around Fatemi St., Tehran, Iran, and 147 customers of this bank were sampled. The results of this research show that in all aspects, customers' expectation, are higher than their perceptions of the Bank's operation, and in fact the quality of offered services is low. Besides, this research findings show that the customer satisfaction plays the role of a mediator in the effects of service quality on service loyalty. These findings are further explored.
Journal of Research in Marketing, 2014
Companies today operate in an increasingly dynamic and challenging environment. The search for quality service is debatably the most important consumer trend as consumers are now demanding higher quality in products and in services than ever before. The paper examined the impact of service quality delivery on customers in the Telecommunication industry. A sample of 150 customers as well as 13 staffs from the chosen company was used for study. Convenient and stratified sampling techniques were used in selecting 163 respondents. Data was collected from both primary and secondary sources. Primary data was in a form of questionnaires and interviews in eliciting information for the study while the secondary data was culled from other related works from libraries as well as information from the internet. Qualitative and Quantitative research approaches were also adopted .SPSS version 16 was used in analyzing the data. It was revealed from the study that, the company has an excellent customer service policy based on the five dimensions of SERQUAL. The study recommended for the company develops innovative products geared towards the needs of the market.
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.
2014
The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Questionnaires were used to collect data from 208 valid respondents by a simple random sampling method. SPSS version 18 was used to analyse the data and SOBEL was used to test the mediating relationships. The results of the study show that there is a positive and significant link between customer satisfaction and the constructs of service quality, and further study inferred that customer satisfaction is positively significantly related to customer loyalty. Consequently, firms have to specifically focus on these variables in order to forge long-term and jointly profitability relationships with customers and create loyalty as competitive advantages in the market.
The user has requested enhancement of the downloaded file. All in-text references underlined in blue are added to the original document and are linked to publications on ResearchGate, letting you access and read them immediately. Abstract This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.
International Journal of Business Studies
The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that media...