E-Service quality experience and customer loyalty: an emphasis of the Nigeria airline operators.
Website design and reliability of e-service quality on customers' repeat purchase.
you can adopt the approach of customer feedback strategy on the service they received. this can be designed in line with the general statement of purpose of the study. You can analysis your data with regression analysis techniques and further support it with Kappa analysis.
I think there is two perspectives. Effective service quality experience on customer loyalty should be based on service provider and customer. In terms of service provider (SP), SP should evaluate the internal service quality and its effectiveness, such as financial effectiveness of service quality and its impact on loyalty for competition in the market. Another perspective is for customers. The processes and policies of SPs should be evaluated by customers. Sometimes, there is useless policies or processes and the cost of these policies and processes will increase product prices. The finally even if customers consider service quality, they may more sensitive on prices than service quality. However, this situation may change in accordance to industry. For instance, price sensitivity in grocery retailing may be higher than healt care industry.
Thanks
The impact of effective Service Quality experience on customer loyalty can be evaluated mainly by ascertaining the customer retention and patronage level.A symbiotic relationship exist between both concepts. An increase in service quality experience in the hospitality industry will significantly impact on customer patronage level, thereby increasing profit, customer retention, volume of sales or transaction, long term survival etc. Hence, hospitality firms may adopt service quality experience strategies to enhance patronage and even outwit there competitors.
Hi Ali,
What is really your view to the question on ''how we can evaluate the impact of effective service quality experience on customer loyalty''?
I look forward to hearing from you.
Regards.
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