The Relationship between Service Quality and Customer Loyalty in the Kenyan Mobile Telecommunication Service Industry

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dc.contributor.authorAgyei, Paul Mensah
dc.contributor.authorKilika, James M.
dc.date.accessioned2020-11-05T13:23:30Z
dc.date.available2020-11-05T13:23:30Z
dc.date.issued2013
dc.descriptionA research article published in European Journal of Business and Managementen_US
dc.description.abstractCustomer loyalty has been presented as an indicator of successful quality management practices in both the manufacturing and the service sectors. Due to the rapid growth of the services sector in most economies, there is need to understand how this concept is associated with business practices for supporting quality in the services sector. The study examined the relationship between service quality and customer loyalty in the Kenyan Mobile Telecommunication Service Sector. The SERVQUAL model was adopted in the study. Kenyatta University students drawn from five of its campuses were selected for the population of the study. Pearson product-moment correlation coefficient and regression analyses were the parametric statistical tools used to test the association and effect in the study. A significant relationship was found between service quality and customer loyalty r(313) = 0.47, p<0.05. The SERVQUAL model explained a significant proportion of variance in customer loyalty scores with R2 = 0.306, F(4, 308) = 33.93, p < 0.05. The dimensions in the model predicted different values on customer loyalty: Reliability b = 0.19, t(313) = 2.89, p<0.05, Assurance b = 0.25 t(313) = 3.50, p < 0.05, Empathy b = 0.35 t(313) = 4.90, p<0.05 and Reliability b = 0.37, t(313) = 0.54, p>0.05. In sum, service quality has a positive relationship with customer loyalty. These findings hold implications for industry operators on key areas to pay attention to in order to support the quality of services offered so as to guarantee sustained customer loyalty.en_US
dc.identifier.citationAgyei, P. M., & Kilika, J. M. (2013). The relationship between service quality and customer loyalty in the Kenyan mobile telecommunication service industry. European Journal of Business and Management, 5(23), 26-36.en_US
dc.identifier.issn2222-1905 (Paper) ISSN 2222-2839 (Online)
dc.identifier.urihttps://www.iiste.org/Journals/index.php/EJBM/article/view/7470
dc.identifier.urihttp://ir-library.ku.ac.ke/handle/123456789/20836
dc.language.isoenen_US
dc.publisherInternational Knowledge Sharing Platformen_US
dc.subjectService qualityen_US
dc.subjectCustomer satisfactionen_US
dc.subjectSERVQUAL modelen_US
dc.subjectKenyatta Universityen_US
dc.subjectCustomer loyaltyen_US
dc.titleThe Relationship between Service Quality and Customer Loyalty in the Kenyan Mobile Telecommunication Service Industryen_US
dc.typeArticleen_US
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