IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.

Registration ID: IJNRD_213315

Published ID: IJNRD2402024

: http://doi.one/10.1729/Journal.37804

Dr. Sukanya Metta, K Satish Chandra

Reliability, Assurance, Tangibility, Empathy, Responsiveness, Customer Satisfaction, Customer Loyalty

The impact of the service quality dimensions—reliability, assurance, tangibility, empathy, and responsiveness—on customer satisfaction and loyalty is thoroughly reviewed in this study paper. The data constantly shows that customer satisfaction, loyalty, and service quality are positively correlated. Customer satisfaction and loyalty are positively impacted by reliability, which is a crucial aspect. Customer satisfaction and loyalty are found to be significantly influenced by assurance, particularly in the e-commerce sector. Customer satisfaction and loyalty are strongly impacted by tangibility, which emphasizes responsiveness, reliability, and empathy.Finally, responsiveness is emphasized for its positive correlation with both customer satisfaction and loyalty. Overall, the study establishes a robust foundation for proposed hypotheses, shedding light on the complex relationships between service quality dimensions and customer satisfaction and loyalty across diverse sectors. These findings offer valuable insights for businesses looking to optimize customer-centric strategies for long-term competitive advantage and improved outcomes. Empathy is explored in relation to emotional satisfaction and customer contentment, with evidence supporting a mediating role of customer satisfaction.

Published Paper   E-Certificate

Dr. Sukanya Metta & K Satish Chandra (February-2024). IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 9(2), a172-a179. http://doi.one/10.1729/Journal.37804

Volume 9 Issue 2, February-2024

Pages : a172-a179

Paper Reg. ID: IJNRD_213315

Published Paper Id: IJNRD2402024

Downloads: 000122254

Research Area: Management

Author Type: Indian Author

Country: Rangareddy, Telangana, India

Published Paper PDF: https://ijnrd.org/papers/IJNRD2402024.pdf

Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2402024

Crossref DOI: http://doi.one/10.1729/Journal.37804

Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)

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