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Service Loyalty Measurement : A Confirmatory Factor Analysis Through Reliability Assessment

Author

Listed:
  • Duraipandian Israel

    (Associate Professor, School of management, Karunya Deemed University, Coimbatore.)

  • J. Clement Sudhahar

    (Assistant Professor, School of Management, Karunya Deemed University Coimbatore.)

Abstract

It has been an observation that long-term relationships with the customers enhances the profitability. The study of customer loyalty and business performance has been a focus in the customer relationship management. SERVLOYAL is conceptualized as an interaction of attitude and behaviour such that the behaviour (loyalty) is determined by the strength of relationship between relative attitude and repeat patronage. In the present study, the colleted response were analysed for their scale properties through a confirmatory factor analysis (CFA) using a Structural Equation Modeling (SEM) package through Amos versiton 5.0. The present study is a real sample study to check the service loyalty, the needed one in the service marketing research.

Suggested Citation

  • Duraipandian Israel & J. Clement Sudhahar, 2005. "Service Loyalty Measurement : A Confirmatory Factor Analysis Through Reliability Assessment," Journal of Commerce and Trade, Society for Advanced Management Studies, vol. 0(1), pages 45-51, October.
    • Handle: RePEc:jct:journl:v:0:y:2005:i:1:p:45-51
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    File URL: http://www.jctindia.org/october2005/v0i1-8
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    More about this item

    Keywords

    stress; employee attraction; pressure; turnover; retention strategies;
    All these keywords.

    JEL classification:

    • A0 - General Economics and Teaching - - General
    • C0 - Mathematical and Quantitative Methods - - General

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