THE IMPACT OF PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF MEDINBOX
by Wang, Lanyifan
Title: | THE IMPACT OF PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF MEDINBOX |
Author(s): | Wang, Lanyifan |
Issued date: | 2017 |
Publisher: | Digital Production Press, Assumption University |
Citation: | Assumption University-eJournal of Interdisciplinary Research (AU-eJIR) Vol 2. Issue 1 |
Abstract: |
The following study of this paper is to examine the impact of perceived service quality, customer satisfaction on customer loyalty of Medinbox with the 103 numbers of valid respondents. This study discusses the importance customer Perceived Service Quality which influence Customer Overall Satisfaction, Customer Loyalty in a long-term. The results stated that Perceived Service Quality, Customer Overall Satisfaction, and Customer Loyalty are significantly related to each other. Recommendations are for managers of Medinbox to understand a whole picture of how does this variable related to each other, so that they could take action into improving customer Perceived Service Quality to gain higher Customer Overall Satisfaction, in order to get Customer Trust and let customers become loyal by using service quality as a competitive advantage. |
Subject(s): | AU-eJournal of Interdisciplinary Research (AU-eJIR)
AU-eJournal of Interdisciplinary Research (AU-eJIR) -- 2017 |
Keyword(s): | Customer loyalty
Customer Satisfaction Customer trust Perceived service quality SERVQUAL |
Resource type: | Journal Article |
Extent: | 7 pages |
Type: | Text |
File type: | application/pdf |
Language: | eng |
Rights: | This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner. |
Rights holder(s): | Assumption University |
URI: | http://repository.au.edu/handle/6623004553/21354 |
Files in this item (EXCERPT) |
|
| View AU-eJIR-Abstract-21354.pdf ( 571.57 KB ) |
This item appears in the following Collection(s) |
|
Related items
Showing items related by title, author, creator and subject.
-
The influence of service quality on overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in retail banking in Bangkok
(2015)
The main objective of this paper is to identify the critical service quality dimensions that influence overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Bangking in Bangkok. SERVPERF measurement was applied to measure service quality of Retail Bangking. 400 questionnaires were employed to collect data in front of five banks and a quota sampling method was used to ensure that representatives of each bank were proportionate based on the number of bank branches in Bangkok. Regression ... -
Elevating customer service quality of IT onsite support to increase customer satisfaction: a case study of IT Plus Company Limited
(Bangkok : Assumption University, 2013) -
Determinants of customer satisfaction and customer loyalty in e-banking: a case study of Thailand's selected commercial banks in Bangkok's Central Business Area
(Assumption University Press, 2016)
The primary purpose of this paper is to identify the determinants of the factors influencing customer satisfaction and customer loyalty in the e-banking of commercial banks of Thailand. A 33 item questionnaire was developed based on the literature review and tested for reliability and validity using Cronbach's alpha test. A total of 400 questionnaires were distributed to 204 e-banking banking preferring clients and 196 traditional banking preferring clients. The regression analysis suggested that core service quality, social benefits, confidence ...