TAILIEUCHUNG - Service quality measures: how it impacts customer satisfaction and loyalty

The researcher tries to find out the factors which influence customer satisfaction and also tries to check the relationship between customer satisfaction and customer loyalty. A primary research was conducted to collect the responses of the customers who like travelling. | Service quality measures how it impacts customer satisfaction and loyalty International Journal of Management IJM Volume 11 Issue 3 March 2020 pp. 354 365 Article ID IJM_11_03_038 Available online at http ijm JType IJM amp VType 11 amp IType 3 Journal Impact Factor 2020 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication Scopus Indexed SERVICE QUALITY MEASURES HOW IT IMPACTS CUSTOMER SATISFACTION AND LOYALTY Dr. Bidyut Jyoti Gogoi Indian Institute of Management Shillong Meghalaya India ABSTRACT Tourism is a sector which invites lot of opportunities for increase in revenue generation and development and upgradation of the local economy. The change in information technology has facilitated the proliferation of information which has benefited the tourism industry at large. It has facilitated the ease to know about any tourist location compare and make travel plans. Any shortcoming of a location is easily identified and can be spread out within minutes through the social media. The popularity of a tourist location is dependent on the level of satisfaction a customer gets from visiting the location. The level of satisfaction comes from the exposure to various touchpoints associated with the location and the service provider. The service quality associated with the delivery of services plays a great role in developing competitive edge of the service provider and in defining the factors of differentiation. Since popularity of any service provider depends on the ecosystem on which it operates it is important to understand the dimensions of service quality which leads to customer satisfaction and customer loyalty. The researcher tries to find out the factors which influence customer satisfaction and also tries to check the relationship between customer satisfaction and customer loyalty. A primary research was conducted to collect the responses of the customers who like travelling. Keywords .

• Quản lý dự án
• Customer satisfaction and customer loyalty
• Upgradation of the local economy
• Level of satisfaction
• Dimensions of service quality
• Proliferation of information
• The effect of employees’ customer orientation
• Customer loyalty through the mediating role of customer satisfaction
• Customer loyalty through the mediating role of service quality
• The United Arab Emirates
• Structural Equation Modelling
• Dubai Primary Healthcare Services
• Micro banking image
• Customer satisfaction as a mediation between micro banking image
• Customer relationship and customer loyalty
• Micro enterprises lies
• Con sumer loyalty
• Customer loyalty
• Customer satisfaction
• Relationship between service quality
• Price perception
• Relationship among e banking service quality
• E banking sector in Vietnam
• Service quality
• Telecommunication industry of Laos
• Telecommunication companies
• Islamic Banks in Palestine
• Structural equation modeling
• Role of PAKSERV model
• Banking industry of Palestine
• Customer satisfaction and loyalty
• Customer Relationship Management
• High positive correlation
• Concept of Direct Marketing
• Relationship centric marketing
• Brand image of face cream
• Loyalty intention of the customer
• Customer satisfaction and loyalty intention
• View of the customers
• Brand image
• Mobile telecommunication industry
• Managing customer service satisfaction
• Marketing practitioners and academics
• Topic of vast
• Customer behavior and firm performance
• LOYALTY AND TRUST
• Tạp chí khoa học
• Online travel agency
• Website quality
• Influence of product assortment
• Instore customer service
• Home delivery on customer satisfaction
• INCREASING STORE LOYALTY
• STORE LOYALTY AND PATRONAGE
• The impact of quality of services
• Satisfaction on customer loyalty
• The moderate role of switching costs
• Quality in Jordanian telecommunication
• Special economic zone authority
• Trust
• Switching cost
• Corporate image
• Customers loyalty
• Corporate social responsibility
• Non service related concept
• Perceived service quality
• Service related concept
• Retail banking sector
• Price satisfaction and service satisfaction
• Dimensions of services
• Five point Likert’s scale
• Success of the business
• Value producing entity
• Brand loyalty
• Online brand community
• Economic groups
• Quality of information
• giá trị khách hàng
• tạo ra giá trị
• quản trị marketing
• quản trị chiến lược
• Quản lý tiếp thị
• bán hàng
• kỹ năng
• Marketing management
• Lecture Marketing management
• Creating Long Term loyalty relationships
• Establishing value
• Measuring satisfaction
• Maximizing customer lifetime value
• Estimating lifetime value
• Event marketing
• Brand clues
• Brand experience
• Consumer behaviour
• Lecture Consumer behaviour
• Marketing strategy
• Postpurchase processes
• Consumer loyalty