Service Quality and its Relationship with Customer Satisfaction and Loyalty in a Saudi Arabian Automobile Company

Service Quality and its Relationship with Customer Satisfaction and Loyalty in a Saudi Arabian Automobile Company

Minwir Al-Shammari

Contact

Ahmad Samer Kanina

Contact

University of Bahrain

Article Fingerprint

ReserarchID

I4TQF

AI TAKEAWAY

Connecting with the Eternal Ground

Abstract

The main aim of this study was to examine the relationship between service quality, customer satisfaction and customer loyalty in the context of aSaudi ArabianAutomobile Company (SAACO). Spearman correlation analysis indicated that all quality dimensions have significant positive effect on both customer satisfaction and customer loyalty. A questionnaire was personally distributed to 140 customers and 117 were returned. The study suggests that in order for the automobile companies to keep up with the competition, it is essential to conduct periodic quality assessments to proactively identify and fix any gaps between customers’ expectations and actual perceived service quality. Continuous improvement in service quality is necessary to increase customer satisfaction, loyalty, retention, market share and profitability.

References

11 Cites in Article

Reference Format

M Brady,J Cronin (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach.
Christian Gronroos (1982). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface.
P Kotler,K Keller (2009). Marketing Management.
A Parasuraman,V Zeithaml,L Berry (1985). A Conceptual Model of Service Quality and Its Implications for Future Research.
A Parasuraman,V Zeithaml,L Berry (1994). Alternative Scales for Measuring Service Quality: a Comparative Assessment Based on Psychometric and Diagnostic Criteria.
A Parasuraman,Valarie Zeithaml,Leonard Berry (2004). SERVQUAL Instrument.
A Parasuraman,Leonard Berry,Valarie Zeithaml (2004). More on improving service quality measurement.
Nitin Seth,S Deshmukh,Prem Vrat (2005). Service quality models: a review.
V Zeithaml,A Parasuraman,L Berry (1990). Delivering quality service: balancing customer perceptions and expectations.
V Zeithaml,L Berry,Parasuraman (1996). The Behavioural Consequences of Service Quality.
C Gronroos (1984). A service Quality model and its marketing implications.

Download References

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Minwir Al-Shammari. 2015. \u201cService Quality and its Relationship with Customer Satisfaction and Loyalty in a Saudi Arabian Automobile Company\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 14 (GJMBR Volume 14 Issue E8).

More Citation Formats

Select Citation Style:

Download Citation

GJMBR Volume 14 Issue E8

Explore Journals Explore Volume Read This Issue

Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

Not Found

Submission ReceivedDecember 11, 2013
Peer Review Double Blind
Handling Editor
Accepted December 31, 2013
Published January 15, 2014

Version of record

v1.2

Issue date

February 2, 2015

Language

Experiance in AR

Explore published articles in an immersive Augmented Reality environment. Our platform converts research papers into interactive 3D books, allowing readers to view and interact with content using AR and VR compatible devices.

View in VR

Read in 3D

Your published article is automatically converted into a realistic 3D book. Flip through pages and read research papers in a more engaging and interactive format.

View in 3D

Article Matrices

Total Score: 122

Country: Bahrain

Subject: Global Journal of Management and Business Research - E: Marketing

Authors: Minwir Al-Shammari, Ahmad Samer Kanina (PhD/Dr. count: 0)

View Count (all-time): 185

Total Views (Real + Logic): 4336

Total Downloads (simulated): 2142

Publish Date: 2015 02, Mon

Monthly Totals (Real + Logic):

Month 1: 35 views
Month 2: 59 views
Month 3: 47 views
Month 4: 55 views
Month 5: 34 views
Month 6: 51 views
Month 7: 34 views
Month 8: 22 views
Month 9: 31 views
Month 10: 57 views
Month 11: 45 views
Month 12: 14 views
Month 13: 16 views
Month 14: 24 views
Month 15: 33 views
Month 16: 34 views
Month 17: 32 views
Month 18: 42 views
Month 19: 24 views
Month 20: 20 views
Month 21: 33 views
Month 22: 46 views
Month 23: 44 views
Month 24: 29 views
Month 25: 20 views
Month 26: 48 views
Month 27: 30 views
Month 28: 28 views
Month 29: 31 views
Month 30: 17 views
Month 31: 31 views
Month 32: 43 views
Month 33: 20 views
Month 34: 22 views
Month 35: 16 views
Month 36: 32 views
Month 37: 27 views
Month 38: 35 views
Month 39: 16 views
Month 40: 50 views
Month 41: 37 views
Month 42: 35 views
Month 43: 27 views
Month 44: 42 views
Month 45: 42 views
Month 46: 14 views
Month 47: 42 views
Month 48: 26 views
Month 49: 24 views
Month 50: 40 views
Month 51: 19 views
Month 52: 23 views
Month 53: 27 views
Month 54: 31 views
Month 55: 26 views
Month 56: 32 views
Month 57: 19 views
Month 58: 35 views
Month 59: 41 views
Month 60: 24 views
Month 61: 21 views
Month 62: 28 views
Month 63: 21 views
Month 64: 25 views
Month 65: 13 views
Month 66: 30 views
Month 67: 11 views
Month 68: 22 views
Month 69: 17 views
Month 70: 33 views
Month 71: 22 views
Month 72: 26 views
Month 73: 19 views
Month 74: 35 views
Month 75: 18 views
Month 76: 37 views
Month 77: 33 views
Month 78: 34 views
Month 79: 28 views
Month 80: 17 views
Month 81: 21 views
Month 82: 38 views
Month 83: 42 views
Month 84: 45 views
Month 85: 47 views
Month 86: 41 views
Month 87: 18 views
Month 88: 30 views
Month 89: 27 views
Month 90: 25 views
Month 91: 32 views
Month 92: 33 views
Month 93: 24 views
Month 94: 20 views
Month 95: 36 views
Month 96: 40 views
Month 97: 32 views
Month 98: 31 views
Month 99: 32 views
Month 100: 29 views
Month 101: 36 views
Month 102: 29 views
Month 103: 24 views
Month 104: 19 views
Month 105: 21 views
Month 106: 28 views
Month 107: 20 views
Month 108: 30 views
Month 109: 22 views
Month 110: 34 views
Month 111: 36 views
Month 112: 30 views
Month 113: 22 views
Month 114: 29 views
Month 115: 18 views
Month 116: 38 views
Month 117: 20 views
Month 118: 28 views
Month 119: 39 views
Month 120: 20 views
Month 121: 34 views
Month 122: 41 views
Month 123: 42 views
Month 124: 31 views
Month 125: 36 views
Month 126: 33 views
Month 127: 20 views
Month 128: 37 views
Month 129: 49 views
Month 130: 42 views
Month 131: 25 views
Month 132: 34 views
Month 133: 26 views
Month 134: 46 views
Month 135: 73 views
Month 136: 42 views

Total Views: 4336

Total Downloads: 2142

2026 Trends

Our website is actively being updated, and changes may occur frequently. Please clear your browser cache if needed. For feedback or error reporting, please email [email protected]