INVESTIGATING THE IMPACT OF SERVICE DIMENSIONS ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A CONTEXT ON EMERGING SERVICE ECONOMY

T. Islam, S. Habib, R. Sharmin, R. Islam
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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.
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调查服务维度对顾客满意度和顾客忠诚度的影响:新兴服务经济的背景
这是一项实证研究,旨在找出服务维度对顾客满意的影响,以及顾客满意如何影响顾客忠诚。为了衡量服务质量,采用基于质量的五个维度——有形性、共情性、响应性、可靠性和保证性的SEVQUAL模型来研究哪些服务决定因素对顾客满意度有直接影响,并确定了决定因素与顾客满意度之间的相关性。主要数据收集自308名受访者,他们是孟加拉国金融机构的客户,并使用SPSS-17进行分析。我们的实证研究发现,在自变量中,服务质量的五个维度与顾客满意度有很强的相关性。顾客满意与顾客忠诚成正相关。此外,我们发现最重要的方面是实现顾客满意的保证水平,顾客满意是顾客忠诚的一个很强的预测因子。
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来源期刊
Songklanakarin Journal of Science and Technology
Songklanakarin Journal of Science and Technology Multidisciplinary-Multidisciplinary
CiteScore
1.10
自引率
0.00%
发文量
0
审稿时长
25 weeks
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.
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