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Service quality and customer loyalty perspectives on two levels of retail relationships

Amy Wong (Lignan University, Hong Kong)
Amrik Sohal (Department of Management, Monash University, Caulfield East, Victoria, Australia)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 September 2003

19293

Abstract

This study attempts to examine the impact of service quality dimensions on customer loyalty, on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to‐firm (store level). A total of 1,261 surveys were administered to shoppers who were leaving a large chain departmental store in Victoria, Australia. The results showed that service quality is positively associated with customer loyalty, and that the relationship between the two is stronger at the company level, rather than at the interpersonal level. Specifically, among the dimensions of service quality, the most significant predictor of customer loyalty at a company level is tangibles, while the most significant predictor of customer loyalty at an interpersonal level is empathy. Further discussion and managerial implications can be drawn from these findings.

Keywords

Citation

Wong, A. and Sohal, A. (2003), "Service quality and customer loyalty perspectives on two levels of retail relationships", Journal of Services Marketing, Vol. 17 No. 5, pp. 495-513. https://doi.org/10.1108/08876040310486285

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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