An integrated model of service quality and customer loyalty : investigating the mediating effects of customer value and customer satisfaction
Other Title(s)
بناء أنموذج تكاملي للعلاقة بين جودة الخدمة و ولاء الزبون : اختبار الأثر الوسيط لكل من القيمة المقدمة للزبون و رضا الزبون
Dissertant
Thesis advisor
Comitee Members
al-Zamil, Ahmad
al-Haddad, Shafiq
University
Middle East University
Faculty
Faculty of Business
Department
Department of Business Administration
University Country
Jordan
Degree
Master
Degree Date
2014
English Abstract
The objective of this study is to explore the relationship between service quality, customer value, customer satisfaction and customer loyalty.
More specifically, the main objective of the study is to investigate the mediating effect of customer satisfaction on relationship between customer perceived value and customer loyalty.
To achieve these objectives a self administrative questionnaire was designed according to study questions and hypotheses.
300 questionnaires were distributed over the convenience sample.(10) customers from each lady beauty center were chosen from (30) ladies beauty centers in Amman-Abdoun.
The collected data were analyzed and the research hypotheses were tested by using SPSS and Amos Ver.21.
However, the results confirm a positive and strong impact of service quality, customer value, and customer satisfaction on customer loyalty.
Also, the results indicate that service quality has a positive and significant impact on customer perceived value and customer satisfaction.
As well as, customer perceived value has a positive impact on customer satisfaction.
In addition, the results provide evidence that the mediating effect of customer satisfaction has a positive and significant impact on relationship between service quality and customer loyalty.
Furthermore, the results reveal that there is a significant mediating impact of customer perceived value on relationship between service quality and customer satisfaction.
Main Subjects
Topics
No. of Pages
107
Table of Contents
Table of contents.
Abstract.
Abstract in Arabic.
Chapter One : Introduction.
Chapter Two : Literature review.
Chapter Three : Methods and procedures.
Chapter Four : Analysis results and hypotheses testing.
Chapter Five : Conclusions and recommendations.
References
American Psychological Association (APA)
Makhluf, Siba. (2014). An integrated model of service quality and customer loyalty : investigating the mediating effects of customer value and customer satisfaction. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-698162
Modern Language Association (MLA)
Makhluf, Siba. An integrated model of service quality and customer loyalty : investigating the mediating effects of customer value and customer satisfaction. (Master's theses Theses and Dissertations Master). Middle East University. (2014).
https://search.emarefa.net/detail/BIM-698162
American Medical Association (AMA)
Makhluf, Siba. (2014). An integrated model of service quality and customer loyalty : investigating the mediating effects of customer value and customer satisfaction. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-698162
Language
English
Data Type
Arab Theses
Record ID
BIM-698162
