Examining the Influence of Service Quality and Customer Satisfaction on Customer Repatronage at an Optical Dispensing Practice in South Africa

Optical health-care providers, such as Aum Optics, aim to create an exceptional customer experience for its clients. This paper provides an overview of the existing literature on two inter-related concepts, Service Quality and Customer Satisfaction, and expands on it to examine their influence on Re...

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Published in:Kuwait chapter of Arabian journal of business & management review 2016-08, Vol.5 (12), p.11-62
Main Authors: Karodia , Anis Mahomed, Lalaram , Jitesh Jared S, Cassim , Nadeem
Format: Article
Language:English
Subjects:
Brand loyalty
Competition
Competitive advantage
CONSUMER BEHAVIOUR
Corporate profits
Customer satisfaction
Customer services
CUSTOMERS
Decision making
DISPENSARIES
Market strategy
Marketing
MEDICAL CARE
Optics
Optometry
Profitability
Purchase intention
Quality of service
SERVICE INDUSTRIES
Word of mouth advertising
الرعاية الطبية
العملاء
المستوصفات
سلوك المستهلك
صناعة الخدمات
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Lalaram , Jitesh Jared S
Cassim , Nadeem
description Optical health-care providers, such as Aum Optics, aim to create an exceptional customer experience for its clients. This paper provides an overview of the existing literature on two inter-related concepts, Service Quality and Customer Satisfaction, and expands on it to examine their influence on Repatronage intentions. Contemporary business organisations have therefore recognised that customers are important stakeholders. There is consensus among researches that the delivery of high levels of service quality and customer satisfaction holds many benefits: it is a significant predictor of customer loyalty-related intentions (Fullerton, 2005:101); and it increases customers' purchase intentions, store loyalty, favourable word-of-mouth recommendations (Mc Alexander, Kalenburg, and Koening, 2004:34). The aim of the study is to assess the influence that Service Quality and Customer Satisfaction has on a customer's intention to make repeat purchases from the same optometry service provider.
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source ABI/INFORM Global
subjects Brand loyalty
Competition
Competitive advantage
CONSUMER BEHAVIOUR
Corporate profits
Customer satisfaction
Customer services
CUSTOMERS
Decision making
DISPENSARIES
Market strategy
Marketing
MEDICAL CARE
Optics
Optometry
Profitability
Purchase intention
Quality of service
SERVICE INDUSTRIES
Word of mouth advertising
الرعاية الطبية
العملاء
المستوصفات
سلوك المستهلك
صناعة الخدمات
title Examining the Influence of Service Quality and Customer Satisfaction on Customer Repatronage at an Optical Dispensing Practice in South Africa
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