SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION

By Rahim Mosahab, Osman Mahamad, Thurasamy Ramayah. 2010

383 citations recorded by the source corpus.

The present research was conducted in a bank in Tehran, Iran, in 2009/2010. This report is the outcome of a field research, which aimed to determine the quality of services offered by Sepah Bank, and also to study the relationship between the service quality, satisfaction and loyalty. In this research, the service quality standard model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was used for evaluating the loyalty, and the instrument offered by Bitner and Hubbert (1994) was used for evaluation of customer satisfaction. The focus of this research is a Sepah Bank branch around Fatemi St., Tehran, Iran, and 147 customers of this bank were sampled. The results of this research show that in all aspects, customers’ expectation, are higher than their perceptions of the Bank’s operation, and in fact the quality of offered services is low. Besides, this research findings show that the customer satisfaction plays the role of a mediator in the effects of service quality on service loyalty. These findings are further explored.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8d2a624c3eb77db0fed73037b4ed8ae84c08998b

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In Information Systems and Management

1. Muhammad Asnan Fanani
2. Badri Munir Sukoco
3. Nur Asnawi

In Marketing

1. Muhammad Asnan Fanani
2. Badri Munir Sukoco
3. Nur Asnawi

In Organizational Behavior and Human Resource Management

1. Muhammad Asnan Fanani
2. Badri Munir Sukoco
3. Nur Asnawi

Citations in the corpus

• The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks (2019, background): “In relation to consumer satisfaction as the construct that mediates the relationship between service quality and consumer loyalty, Mosahab et al. (2010) argued that bank consumer loyalty is determined by the dimensions of service quality mediated by consumer satisfaction.”