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September 19, 2025International Journal of Multidisciplinary Research and Growth Evaluation

Service Quality as an Antecedent to Customer Loyalty: The Central Role of Customer Satisfaction

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Authors

SKSudesh Kharb

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Overview

Empirical analysis shows service quality significantly predicts customer satisfaction and loyalty.

Key Points

  • A strong positive correlation exists between service quality and customer satisfaction, and between satisfaction and loyalty.
  • Statistical analysis revealed service quality significantly predicts customer satisfaction and loyalty intentions.
  • The study utilized a structured survey to capture perceptions of service quality, overall satisfaction, and loyalty from 100 customers.
  • Findings indicate a focus on service quality is essential for enhancing customer satisfaction and fostering loyalty.

Cite This Study

Sudesh Kharb (2020) studied this question.

synapsesocial.com/papers/68d4768331b076d99fa6f062https://doi.org/10.54660/.ijmrge.2020.1.4.116-119
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Study of the Effects of Service Quality Variables on Customer Satisfaction and Loyalty2024 · 7 citations
  2. 2Service Quality on Customer Loyalty: Mediation of Customer Satisfaction2024 · 8 citations
  3. 3The Customer Satisfaction Roles in Customer Satisfaction Affect the Quality of Service Customer Loyalty2024 · 1 citations
  4. 4Building Customer Loyalty: The Impact of Price Perception and Service Quality Mediated by Customer Satisfaction2024
  5. 5The Relationship between Service Quality, Customer Satisfaction, and Loyalty: A Literature Review2026