An empirical study of employee loyalty, service quality, cost reduction and company performance

Zdravko Tešić · Bogdan Kuzmanović · Miloš Tomić

80 citations0/0 files storedEconomic Research-Ekonomska Istraživanja

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Employee Performance and Management Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior

Abstract

The focus of this study was on investigating the relationships among employee loyalty, service quality, cost reduction and company performance, with the aim to investigate the impact of employee loyalty to company performance. The research model was developed and empirically tested on the sample of 100 service companies with 317 questionnaire surveys conducted in the Republic of Serbia and Bosnia and Herzegovina. Using different statistical analysis (the Kolmogorov-Smirnovljev statistic, Path analysis, A.M.O.S. statistic software and lavaan software) leads to the conclusion that employee loyalty is significantly related and has a positive influence on company performance.

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References

2012Principles and Practice of Structural Equation Modeling 2012lavaan : An R Package for Structural Equation Modeling 1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.1992The balanced scorecard : measures that drive performance 2011Principles and practice of structural equation modeling, 3rd ed.2002Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

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