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Journal of Management Research and Analysis


Effect of service quality on customer loyalty and the mediating role of customer satisfaction: an empirical investigation for the telecom service industry


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Author Details : Atul Kumar

Volume : 4, Issue : 4, Year : 2017

Article Page : 159-166


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Abstract

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.

Keywords: Service Quality, Customer Satisfaction, Service Loyalty, Indian Telecom Industry

 

How to cite : Kumar A, Effect of service quality on customer loyalty and the mediating role of customer satisfaction: an empirical investigation for the telecom service industry. J Manag Res Anal 2017;4(4):159-166

Copyright © 2017 by author(s) and J Manag Res Anal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC-BY-NC 4.0) (creativecommons.org)