Latest Issue
ISSN : 2456-3676

Title:
THE EFFECTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY: EVIDENCE FROM MALAYSIAN ENGINEERING INDUSTRY

Authors:
LING Chen Hoe and Shaheen Mansori, Malaysia

Abstract:
Organizations today are operating in an environment in which little is certain, the tempo is quicker and the dynamics are more complex. The customer is central to the organization and assessing customer satisfaction is a vital element in any strategy for business performance improvement. This makes customer satisfaction a driver for survival, competitiveness and growth. The key determinant for a sustainable business is customer loyalty as loyal customers not only increase the value of the business, but they also enable businesses to maintain costs lower than those associated with attracting new customers. By creating and preserving customer loyalty, organizations develop a long term, mutually beneficial relationship with the customers. The purpose of the research is to study the factors that can assist a company to build a sustainable competitive advantage through the effective enhancement of customer satisfaction and ultimately customer loyalty. The proposed conceptual model consists of the different dimensions of service quality as the independent variables with customer satisfaction the mediating variable and customer loyalty dimensions the dependent variable. Responsiveness, Reliability, Assurance and Tangibility with the exception of Empathy, are dimensions of Service Quality that affect Customer Satisfaction which impacts Loyalty. The results provide insights to understand the dimensions of Service Quality that affect customer satisfaction and the mediating effects customer satisfaction has on customer loyalty in the electrical engineering industry in Malaysia.

PDF Download