Thesis service quality and customer retention

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Under a Creative Commons license. Abstract Intense competition and shifting loyalties in the Omani telecommunication sector are forcing companies to focus on service quality for increased customer satisfaction, customer loyalty, and organizational profitability. Keywords Telecommunication services.

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5 Customer Retention Strategies That Keep Customers Coming Back

Mukherjee, A. An empirical assessment of comparative approaches to service quality measurement. Journal of Services Marketing, 19 3 , Nagan, H. Analysis of relationship among service quality, customer satisfaction and customer loyalty with hotel industry in Hanoi, Vietnam Master's thesis. Nam, J. Brand equity, brand loyalty and consumer satisfaction. Annals of Tourism Research, 38 3 , Nikou, S. Service quality, customer satisfaction, and customer loyalty: A comprehensive literature review Parasuraman, A. Journal of Retailing, 64 1 , Poku, K.

Impact of service quality on customer loyalty in the hotel industry: An empirical study from Ghana. International Review of Management and Business Research, 2 2 , Pollack, B. Linking the hierarchical service quality model to customer satisfaction and loyalty.


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Journal of Services Marketing, 23 1 , Roberts-Lombard, M. The mediating effects of customer relationship management on customer retention. Ryu, K.

INFLUENCE OF E-SERVICE QUALITY ON CUSTOMER RETENTION IN COMMERCIAL BANKS

Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Saravanakumar, G. Effect of service quality on customer loyalty: Empirical evidence from co-operative bank. Sharma, K. Service quality and customer satisfaction- with special focus on the online cab industry in India.

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  • The Impact of Service Quality on Consumer Loyalty.

Suresh, A. Measuring customer satisfaction for small cars : An empirical study.

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Indian Journal of Marketing, 36 2 , Yap, S. Sunway Academic Journal, 4, For Readers. Article Tools Print this article. Indexing metadata. How to cite item.

An Overview of Service Quality, Customer Satisfaction and Customer Loyalty; a Literature Review

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