文章基本信息

标题：Analysis of the Relationship between Service Quality and Loyalty in Secco Iran Company
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作者：Mani Sharifi ; Mohammadreza Shahriari ; S.Amir Shahab 等
期刊名称：Journal of Current Research in Science
印刷版ISSN：2322-5009
出版年度：2015
卷号：3
期号：3
页码：82-90
出版社：Islamic press
摘要：Today’s competitive market requires every production or service company to try to improve its place among other competitors to be able to survive and maintain its profitability. In addition, it is worth mentioning that competition has escalated in the service market in recent years. The increase in the awareness and knowledge of customers along with the subsequent growth of customers’ expectations and demands of service organizations has imposed a serious challenge on such organizations. On the other hand, quality is considered an important and effective factor in the success or failure of organizations of today. Therefore, all organizations, especially service organizations, shall try to improve the quality of their services, because quality is considered a major factor that can bring about strong and powerful competitive advantage to organizations. In this paper, it was tried to study the quality of services of Secco Iran Company from the viewpoint of its customers and to analyze the effect of service quality on customer loyalty. Hence, following a theoretical study of service quality and customer loyalty, SERVQUAL was used to assess service quality, while Bloomer was employed to measure customer loyalty. Results indicated that from the viewpoint of Secco Iran’s customers, regarding the four dimensions of service quality (i.e. empathy, reliability, accountability, and tangibility) customer expectations matched the company’s performance. In other words, this company has won satisfaction of its customers. Moreover, there was a significant relationship between dimensions of service quality and customer loyalty.
关键词：service quality; customer loyalty; SERVQUAL; tangible factors; accountability; reliability; empathy