A Comparative Research on the Relationship of Customer Satisfaction, Customer Loyalty and Service Quality in the Smart Phone Sector: Konya-Kerkük Example
| العنوان بلغة أخرى: |
تأثير جودة الخدمة على رضا الزبون وولائه: دراسة مقارنة بين محافظتي كركوك وقونيا في قطاع الهواتف الذكية |
|---|---|
| المصدر: | مجلة جامعة كركوك للعلوم الإدارية والاقتصادية |
| الناشر: | جامعة كركوك - كلية الإدارة والاقتصاد |
| المؤلف الرئيسي: | حسن، صبيحة عزيز (مؤلف) |
| مؤلفين آخرين: | جاغليان، فورال (م. مشارك) |
| المجلد/العدد: | مج12, ع2 |
| محكمة: | نعم |
| الدولة: |
العراق |
| التاريخ الميلادي: |
2022
|
| الشهر: | ديسمبر |
| الصفحات: | 42 - 54 |
| DOI: |
10.32894/1913-012-002-003 |
| ISSN: |
2222-2995 |
| رقم MD: | 1343200 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Service Quality | Customer Satisfaction | Customer Loyalty
|
| رابط المحتوى: |
عدد مرات التحميل
6
| المستخلص: |
The main objective of this study is to investigate the impacts of Customer Satisfaction (CS) on the Customer Loyalty (CL). Specific objectives are to define customer satisfaction applications in the customer loyalty as well as to examine the link between the level of customer satisfaction applications and the strategy of customer loyalty. The methodology of the study is supported by an interview with clients and employees of the customer loyalty, and the role of the Service Quality (SQ) as a mediator an important intermediary in transferring customer satisfaction to the customer loyalty. Was based on the method of targeted sampling. The survey respondents targeted in this research are staffs in customer loyalty and service quality as a mediator. The sample of this study is (318) respondents. Data were analyzed by Statistical Package Social Science (SPSS). It was recommended that in order to better perform the customer satisfaction services customer loyalty. Service quality as a mediator should adopt better policies that encourage employees to adopt the use of customer satisfaction in the customer loyalty. The main contribution of this study is that customer satisfaction promotes value creation and a competitive advantage in the customer loyalty. |
|---|---|
| ISSN: |
2222-2995 |
عناصر مشابهة
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Examining customer satisfaction and loyalty in the mobile phone sector : The Etihed Etisalat Company (Mobily)
بواسطة: Al Zahrani, Abd Allah J. منشور: (2011) -
Examining Customer satisfaction and loyalty in The mobile phone sector The etihed Etisalat Company Mobily
بواسطة: Al Subeay, Sultan M. منشور: (2009) -
The Impact of Service Quality on Customer Satisfaction and Loyalty: The Results of an Exploratoiy Study with 4G Ooredoo Users
بواسطة: Arrouche, Nacera منشور: (2023) -
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بواسطة: Makhlouf, Saba منشور: (2014) -
Service Quality, Satisfaction, and Customer's Loyalty : A Comparison of Budget Airlines and High Cost Airlines in UK
بواسطة: Al Mansour, Sulaiman Mansour منشور: (2011)
