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A Literature Review on the Relationship Between Service Quality and Customer Loyalty

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  • Yingsheng Du
  • Youchun Tang

Abstract

Customer loyalty is the most precious intangible assets of modern enterprise. High loyalty is not only the key of enterprise competition to win, but also the fundamental guarantee of enterprise¡¯s stability. In the era of service economy, improving the service quality has always been considered as one of the effective ways to improve customer loyalty. To a large extent, service quality can affect customer loyalty to the enterprise. The influence can be direct, and it can also be indirect. This paper aims to sum up a series of function mechanism between service quality and customer loyalty through the analysis of domestic and foreign literature, which will provide some ideas of building model in the future research.

Suggested Citation

  • Yingsheng Du & Youchun Tang, 2014. "A Literature Review on the Relationship Between Service Quality and Customer Loyalty," Business and Management Research, Business and Management Research, Sciedu Press, vol. 3(3), pages 27-33, September.
    • Handle: RePEc:jfr:bmr111:v:3:y:2014:i:3:p:27-33
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    References listed on IDEAS

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    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
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    Cited by:

    1. Paulo Roberto da Costa Vieira & Irene Troccoli Raguenet & Ettore de Carvalho Oriol & Hugo Rafael Dias, 2019. "Quality of teaching, corporate image and satisfaction of students enrolled in the night session of a Brazilian private university: a study with structural equation modeling," Proceedings of International Academic Conferences 9411963, International Institute of Social and Economic Sciences.

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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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