Gorondutse, Abdullahi Hassan and Abdullah, Haim Hilman (2014) Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9 (1). pp. 1-8. ISSN 1750-9653

Full text not available from this repository. (Request a copy)

Abstract

The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Questionnaires were used to collect data from 208 valid respondents by a simple random sampling method.SPSS version 18 was used to analyse the data and SOBEL was used to test the mediating relationships. The results of the study show that there is a positive and significant link between customer satisfaction and the constructs of service quality, and further study inferred that customer satisfaction is positively significantly related to customer loyalty. Consequently, firms have to specifically focus on these variables in order to forge long-term and jointly profitability relationships with customers and create loyalty as competitive advantages in the market.

Item Type:	Article
Uncontrolled Keywords:	service quality, customer satisfaction, customer loyalty, food and beverages industry, Nigeria
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Prof. Dr. Haim Hilman Abdullah
Date Deposited:	17 May 2015 02:10
Last Modified:	18 Apr 2016 00:46
URI:	https://repo.uum.edu.my/id/eprint/14097

Actions (login required)

View Item