An empirical study of employee loyalty, service quality, cost reduction and company performance

The focus of this study was on investigating the relationships among employee loyalty, service quality, cost reduction and company performance, with the aim to investigate the impact of employee loyalty to company performance. The research model was developed and empirically tested on the sample of...

Full description

Saved in:
Bibliographic Details
Published in:Economic research - Ekonomska istraživanja 2018-01, Vol.31 (1), p.827-846
Main Authors: Tomic, Ivana, Tesic, Zdravko, Kuzmanovic, Bogdan, Tomic, Milos
Format: Article
Language:English
Subjects:
Companies
Company performance
Cost control
Cost reduction
Economic theory
employee loyalty
Loyalty
measurement
Path analysis
Quality of service
service quality
Statistical analysis
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:The focus of this study was on investigating the relationships among employee loyalty, service quality, cost reduction and company performance, with the aim to investigate the impact of employee loyalty to company performance. The research model was developed and empirically tested on the sample of 100 service companies with 317 questionnaire surveys conducted in the Republic of Serbia and Bosnia and Herzegovina. Using different statistical analysis (the Kolmogorov-Smirnovljev statistic, Path analysis, A.M.O.S. statistic software and lavaan software) leads to the conclusion that employee loyalty is significantly related and has a positive influence on company performance.
ISSN:1331-677X
1848-9664
DOI:10.1080/1331677X.2018.1456346