|
AN INVESTIGATION OF RELATIONSHIPS AMONG SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY IN BANKING SECTOR IN VIENTIANE, LAOS |
|---|---|
| รหัสดีโอไอ | |
| Creator | Siphachanh Khamphanthong |
| Title | AN INVESTIGATION OF RELATIONSHIPS AMONG SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY IN BANKING SECTOR IN VIENTIANE, LAOS |
| Contributor | Nattapan Buavaraporn |
| Publisher | University of the Thai Chamber of Commerce |
| Publication Year | 2560 |
| Journal Title | UTCC International Journal of Business and Economics |
| Journal Vol. | 9 |
| Journal No. | 1 |
| Page no. | 7-29 |
| Keyword | Customer satisfaction, Customer loyalty, Service quality |
| URL Website | http://ijbejournal.com/ |
| Website title | ijbejournal |
| ISSN | 1906-5582 (paper) |
| Abstract | In business world, customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. The main objective of this research is to investigate the relationship among service quality, customer satisfaction and customer loyalty in Vientiane, Laos. A review of literature was conducted to find out the relationship among service quality, customer satisfaction and customer loyalty. The literature review confirms this relationship. Structural Equation Model (SEM) and factor analysis was used to test whether the model is fit or not and there were close relationship between independent variables and dependent variables. Thus, 400 qualified returned questionnaires were received. The result shows that all service quality attributes are positively correlated to customer satisfaction and customer satisfaction is positively related to customer loyalty in the banking sector in Vientiane. Reliability shows the highest positive correlation with customer satisfaction and tangibility demonstrates the least positive correlation with customer satisfaction. However, the result also indicated that there is no significant relation between service quality to customer loyalty.This study suggests that SERQUAL is a suitable instrument for measuring the bank service quality in Vientiane. The results of this research offer several implications for instant business leaders and managers of Lao banks, and academic. |
