Author : Seyedhossein nikou#1, harihodin bin selamat #2, rasimah che mohd yusoff#3 mohsen malekalketab khiabani#4
Keyword : Service quality, customer satisfaction, customer loyalty, service industry, sor theory
Subject : Business
Article Type : Review article
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Article File : Full Text PDF
Abstract : The importance of service quality in service industries is inevitable and relationships among service quality, customer satisfaction, and customer loyalty have been investigated by previous scholars and their consistencies have been supported by Stimuli-Organism-Response (SOR) theory proposed by (Mehrabian and Russell 1974). The major purpose of present review article is to review some selective studies of which have been conducted by scholars on the relationship among service quality, customer satisfaction and customer loyalty in different service industries in different countries. In order to achieve this, various valid studies from 1993 to 2016 will be searched and reviewed in details by authors of this article. Then, SOR theory will also be explained. Findings of this scientific review article indicate information about each reviewed study and what can be found there and how can help. It is noteworthy to mention that this article will be really beneficial for those academics and individuals who would like to start a research on this research era which is considerable relationship among service quality, customer satisfaction, and customer loyalty. Hopefully, this review article will bring initial insights into managers’ perspectives in different kinds of service industries in order to inject them importance of service quality and its determination on customer satisfaction and consequently customer loyalty.
Article by : Mohsen Malekalketab Khiabani
Article add date : 2020-08-30
How to cite : Seyedhossein nikou#1, harihodin bin selamat #2, rasimah che mohd yusoff#3 mohsen malekalketab khiabani#4. (2020-August-30). Service quality, customer satisfaction, and customer loyalty: a comprehensive literature review (1993-2016). retrieved from https://www.openacessjournal.com/abstract/100