The determinants of customer loyalty: an analysis of intangibile factors in three service industries

The purpose of this study is to investigate how customers' perceptions of service quality, product quality, and price fairness influence their loyalty to a particular service provider. Based on the results of a pilot study, we have elected to study banks, auto repair and maintenance shops, and...

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Bibliographic Details
Published in:International journal of commerce and management 2006-09, Vol.16 (3-4), p.162
Main Authors: Bei, Lien-Ti, Chiao, Yu-Ching
Format: Article
Language:English
Subjects:
Attitudes
Banking industry
Behavior
Brand loyalty
Consumer attitudes
Consumer behavior
Consumers
Customer loyalty
Customer satisfaction
Customer services
Hypotheses
Influence
Loyalty programs
Marketing
Perceptions
Product quality
Purchase intention
Quality of service
Service industries
Studies
Toiletries industry
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Summary:The purpose of this study is to investigate how customers' perceptions of service quality, product quality, and price fairness influence their loyalty to a particular service provider. Based on the results of a pilot study, we have elected to study banks, auto repair and maintenance shops, and (gasoline) filling stations, each of which are characterized by differing degrees of intangible service provision. Our results show that customer satisfaction either fatty or partially mediates the relationship between consumers 'perceptions and their loyalty. The direct or indirect effects on customer loyalty of the perception of product and service quality, as well as of perceived price fairness, are related to the differing levels of intangible service associated with each of the three different service industries. [PUBLICATION ABSTRACT]
ISSN:1056-9219
2059-6014
2059-6022
DOI:10.1108/10569210680000215