Determinants of Service Quality for Customers: An Overview of Loyalty - Couverture souple

Matelong, Nebert; Nassiuma, Bernnard

Couverture souple

ISBN 10 : 3659435384 ISBN 13 : 9783659435386

Editeur : LAP LAMBERT Academic Publishing, 2013

Synopsis

The growth of the informal sector in spite of alarming constraints is an appeal to the role which they continue to play in creation of employment opportunities in the fast growing urban sector. In the present shoe shine enterprises scenario, service quality is a vital competitive advantage to maintain customer support and build great base for the enterprise. However, customer loyalty is little known and these categories of enterprise continue to be marginalized. This study examined the influence of customer perceived service quality indicators on loyalty in the shoe shine enterprises in Eldoret town Kenya. The objectives of this study were to; determine the effect of core service on customer loyalty, examine the influence of the human element of service delivery on customer loyalty, examine how systemization of service delivery influence customer loyalty, assess the effect of tangible of a service on customer loyalty and investigate the influence of shoe shine enterprises social responsibility practices on customer loyalty. The study was based on the SERVQUAL model. The research design was survey.

Détails de l'édition

• Éditeur: LAP LAMBERT Academic Publishing
• Date d'édition: 2013
• Langue: anglais
• ISBN 10: 3659435384
• ISBN 13: 9783659435386
• Reliure: Broché
• Nombre de pages: 136
• Coordonnées du fabricant: non disponible
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