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An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust

Author

Listed:
  • Samer E. Dahiyat
  • Mamoun N. Akroush
  • Bayan N. Abu-Lail

Abstract

The aim of this research is to examine the mediating roles of customer satisfaction and customer trust on the relationship between service quality and customer loyalty in Jordan's mobile service operators. Data were collected from 1,000 subscribers from which 756 were valid for the analysis. Structural equation modelling was utilised to test the research model. The findings indicate that SERVQUAL consists of three rather than five dimensions as proposed by the original developers. Each of customer satisfaction and customer trust has fully mediated the relationship between service quality and customer loyalty. International mobile service operators have been offered empirical evidence on the multiple drivers of customer loyalty. The research contributed to the stream of research that found problems in the SERVQUAL scale dimensions and items. Furthermore, the empirical validation of the well established link between service quality, satisfaction, trust, and customer loyalty, in a developing country business environment, Jordan, adds to this study's contribution.

Suggested Citation

  • Samer E. Dahiyat & Mamoun N. Akroush & Bayan N. Abu-Lail, 2011. "An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 9(4), pages 453-490.
    • Handle: RePEc:ids:ijsoma:v:9:y:2011:i:4:p:453-490
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    Citations

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    Cited by:

    1. Hasnan Baber, 2018. "Service Quality Perception Of Customers €“A Study Of Toyota Motors In India," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 9(2).
    2. Nina Grigoreva, 2015. "The Muong Epics of ‘The Birth of the Earth and Water’ in a Viet-Muong Comparative Perspective: An Alternative Vision of the Common Past," HSE Working papers WP BRP 118/HUM/2015, National Research University Higher School of Economics.
    3. W.B.J.A.J. Fernando, 2019. "Factors Associated with Customer Satisfaction towards Customer Loyalty among Star Grade Hotels," Journal of Asian Business Strategy, Asian Economic and Social Society, vol. 9(2), pages 193-203, December.
    4. Pemer, Frida & Skjølsvik, Tale, 2019. "The cues that matter: Screening for quality signals in the ex ante phase of buying professional services," Journal of Business Research, Elsevier, vol. 98(C), pages 352-365.
    5. Sarah Salsabila Hartono, 2019. "The Effect of Expected and Perceived Service Quality on Customer Satisfaction: Optical Retail in Indonesia," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 5(4), pages 186-198.

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