{"title":"INVESTIGATING THE IMPACT OF SERVICE DIMENSIONS ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A CONTEXT ON EMERGING SERVICE ECONOMY","authors":"T. Islam, S. Habib, R. Sharmin, R. Islam","doi":"10.59125/jst.20208","DOIUrl":null,"url":null,"abstract":"This is an empirical endeavor to find out the impact of service dimensions on customer satisfaction and how customer satisfaction affects customer loyalty. In order to measure service quality SEVQUAL model was used based on five dimensions of quality -tangibility, empathy, responsiveness, reliability and assurance and to investigate which service determinants have direct impact on customer satisfaction correlation between the determinants and customer satisfaction was determined. Primary data was collected from 308 respondents who are customers of financial institutions in Bangladesh and analyzed using SPSS-17. Our empirical findings reveal that independent variables, the five dimensions of service quality is strongly correlated with customer satisfaction. Customer satisfaction has positive relationship with customer loyalty. Furthermore, it is found that the most important aspect is the level of assurance for achieving customer satisfaction and customer satisfaction is a strong predictor of customer loyalty.","PeriodicalId":21913,"journal":{"name":"Songklanakarin Journal of Science and Technology","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2022-12-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Songklanakarin Journal of Science and Technology","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.59125/jst.20208","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Multidisciplinary","Score":null,"Total":0}
引用次数: 0
Abstract
This is an empirical endeavor to find out the impact of service dimensions on customer satisfaction and how customer satisfaction affects customer loyalty. In order to measure service quality SEVQUAL model was used based on five dimensions of quality -tangibility, empathy, responsiveness, reliability and assurance and to investigate which service determinants have direct impact on customer satisfaction correlation between the determinants and customer satisfaction was determined. Primary data was collected from 308 respondents who are customers of financial institutions in Bangladesh and analyzed using SPSS-17. Our empirical findings reveal that independent variables, the five dimensions of service quality is strongly correlated with customer satisfaction. Customer satisfaction has positive relationship with customer loyalty. Furthermore, it is found that the most important aspect is the level of assurance for achieving customer satisfaction and customer satisfaction is a strong predictor of customer loyalty.
期刊介绍:
Songklanakarin Journal of Science and Technology (SJST) aims to provide an interdisciplinary platform for the dissemination of current knowledge and advances in science and technology. Areas covered include Agricultural and Biological Sciences, Biotechnology and Agro-Industry, Chemistry and Pharmaceutical Sciences, Engineering and Industrial Research, Environmental and Natural Resources, and Physical Sciences and Mathematics. Songklanakarin Journal of Science and Technology publishes original research work, either as full length articles or as short communications, technical articles, and review articles.