Articlegold2011

SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: THE MODERATING ROLE OF GENDER / APTARNAVIMO KOKYBĖ, VARTOTOJŲ PASITENKINIMAS IR LOJALUMAS VARTOTOJŲ LYTIES ATŽVILGIU

115 citations0/0 files storedJournal of Business Economics and Management

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

The purpose of this study is to investigate customer satisfaction as a mediator of the effects of service environment, interaction quality, empathy, and reliability on loyalty. The present study also aims to examine gender as a moderator in the relationship between the aforementioned service quality dimensions and customer satisfaction. Data were gathered from the customers of retail banks in Northern Cyprus. The results based on hierarchical multiple regression analysis reveal that customer satisfaction mediates the impacts of service environment, interaction quality, empathy, and reliability on loyalty. The results also indicate that gender moderates the effects of empathy and reliability on customer satisfaction. Implications of the results are discussed, and avenues for future research are offered. Santrauka Šio straipsnio tikslas – išanalizuoti klientų pasitenkinimą kaip mediatorių, kuriam įtakos turi aptarnavimo aplinka, sąveikos kokybė, empatija ir lojalumas. Straipsnyje nagrinėjama lyčių įtaka sąryšiui tarp paslaugų kokybės ir vartotojų pasitenkinimo. Tyrimo rezultatai buvo gauti apklausus Šiaurės Kipro banko klientus. Autorius pritaikė daugiakriterinę regresijos analizę. Gauti rezultatai parodė, kad yra sąryšis tarp minėtų elementų, t. y. tiek tarp aptarnavimo aplinkos, sąveikos kokybės, empatijos, lojalumo ir klientų pasitenkinimo bei tų veiksnių atitinkamo pasiskirstymo ir jų priklausomybės nuo lyties.

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 2002Social Research Methods: Qualitative and Quantitative Approaches 1991Social Research Methods: Qualitative and Quantitative Approaches 1989LISREL 7 : user's reference guide 1984A Service Quality Model and its Marketing Implications 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

Cited by

2023An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment 2020Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty 2018The impact of perceived online service quality on swiftguanxi 2023Customer orientation, service quality and customer satisfaction interplay in the banking sector: An emerging market perspective 2017A comprehensive hierarchical model of retail banking

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