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A Study of the Relationship Service Quality Has on Customer Loyalty, Repeat Visits, and Willingness to Recommend.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	A Study of the Relationship Service Quality Has on Customer Loyalty, Repeat Visits, and Willingness to Recommend./
Author:	Allen, Deborah Nevada.
Description:	1 online resource (124 pages)
Notes:	Source: Dissertation Abstracts International, Volume: 79-02(E), Section: A.
Subject:	Business administration. -
Online resource:	click for full text (PQDT)
ISBN:	9780355362664

A Study of the Relationship Service Quality Has on Customer Loyalty, Repeat Visits, and Willingness to Recommend.
Allen, Deborah Nevada.

A Study of the Relationship Service Quality Has on Customer Loyalty, Repeat Visits, and Willingness to Recommend. - 1 online resource (124 pages)

Source: Dissertation Abstracts International, Volume: 79-02(E), Section: A.

Thesis (D.B.A.)--Capella University, 2017.

Includes bibliographical references

The purpose of this study was to examine the impact service quality has on creating customer loyalty, expressed by repeat visits and willingness to recommend, in quick service restaurants located in Wisconsin. This study addressed how improved service quality can lead to customer loyalty and added to the body of knowledge in the area of service quality. Two research questions guided the proposed study and a quantitative and statistical analysis approach was utilized to answer the two research questions. The construct of service quality was measured utilizing the DINESERV survey instrument. The construct of loyalty, expressed by repeat visits and willingness to recommend, was measured utilizing the BIB survey instrument. Research results indicated there was a significant, moderate, positive relationship between service quality and customer loyalty. Also, results indicated the five dimensions of service quality from the DINESERV survey were not significantly related to customer loyalty. Based on this study, restaurant managers and owners should identify strategies to provide a level of service quality, which motivates customers to patronage their business regardless of offers by competitors. Implications for future research include (a) focusing on other culturally diverse markets, (b) obtaining knowledge on how certain demographics vary customer perceptions on service quality, and (c) closing the gap between expectations and performance by understanding consumer's service quality requirements.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2018

Mode of access: World Wide Web

ISBN: 9780355362664Subjects--Topical Terms:

1148568
Business administration.
Index Terms--Genre/Form:

554714
Electronic books.

A Study of the Relationship Service Quality Has on Customer Loyalty, Repeat Visits, and Willingness to Recommend.
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245 1 2 $a A Study of the Relationship Service Quality Has on Customer Loyalty, Repeat Visits, and Willingness to Recommend.
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500 $a Source: Dissertation Abstracts International, Volume: 79-02(E), Section: A.
500 $a Adviser: Kenneth Granberry.
502 $a Thesis (D.B.A.)--Capella University, 2017.
504 $a Includes bibliographical references
520 $a The purpose of this study was to examine the impact service quality has on creating customer loyalty, expressed by repeat visits and willingness to recommend, in quick service restaurants located in Wisconsin. This study addressed how improved service quality can lead to customer loyalty and added to the body of knowledge in the area of service quality. Two research questions guided the proposed study and a quantitative and statistical analysis approach was utilized to answer the two research questions. The construct of service quality was measured utilizing the DINESERV survey instrument. The construct of loyalty, expressed by repeat visits and willingness to recommend, was measured utilizing the BIB survey instrument. Research results indicated there was a significant, moderate, positive relationship between service quality and customer loyalty. Also, results indicated the five dimensions of service quality from the DINESERV survey were not significantly related to customer loyalty. Based on this study, restaurant managers and owners should identify strategies to provide a level of service quality, which motivates customers to patronage their business regardless of offers by competitors. Implications for future research include (a) focusing on other culturally diverse markets, (b) obtaining knowledge on how certain demographics vary customer perceptions on service quality, and (c) closing the gap between expectations and performance by understanding consumer's service quality requirements.
533 $a Electronic reproduction. $b Ann Arbor, Mich. : $c ProQuest, $d 2018
538 $a Mode of access: World Wide Web
650 4 $a Business administration. $3 1148568
650 4 $a Marketing. $3 557931
655 7 $a Electronic books. $2 local $3 554714
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