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All Journal Quantitative Economics and Management Studies
Uche, Dickson Ben
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics

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Influence of Perceived Service Quality on Customer Loyalty Ikenna, Madumere Humphrey; Uche, Dickson Ben; Agu, Agu Godswill
Quantitative Economics and Management Studies Vol. 2 No. 2 (2021)
Publisher : Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (507.745 KB) | DOI: 10.35877/454RI.qems252

Abstract

The purpose of this was to investigate the relationship between perceived service quality and customer loyalty in the road transport industry in Nigeria. Leveraging the RATER service quality model, only reliability, tangibles and responsiveness were explored. Participants were drawn from the customer base of organized road transport firms operating in the South East of Nigeria. Being a quantitative survey, results from 318 valid responses were analyzed with SPSS version 21. Findings indicate that the three constructs (reliability, tangibles, and responsiveness) are significant predictors of customer loyalty, with reliability having the greatest influence, followed by responsiveness and tangibles. The study recommends steady monitoring of service quality as a step towards customer loyalty in the highly competitive road transport industry in Nigeria.
Co-Authors Agu, Agu Godswill Ikenna, Madumere Humphrey