Mediating effect of customer satisfaction on service quality and customer loyalty: A study of Goan personal grooming industry
Year: 2015
Type: article
Study design: Observational Study
Abstract: Satisfying a customer is the ultimate goal of any B2Corganization. An attempt has been made to study the relationshipbetween service quality and customer satisfaction and also tofind out whether customers are loyal to firms in the personalgrooming sector. A high degree of correlation was seen betweencustomer satisfaction and customer loyalty which indicates thatcustomer satisfaction was the key for repurchase of services. Itwas also found that responsiveness from the employees was themain attribute of service quality. Further, the approach by Baronand Kenny (1986) was used to find the extent of mediation ofcustomer satisfaction between service quality and customerloyalty in this industry.
Source: Rajagiri Management Journal
Authors: Zamila Pacheco, Y.V. Reddy
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2411449737