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IJSTR >> Volume 8 - Issue 3, March 2019 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



Improving Customer Loyalty Based On Relationship And Service Quality On Networked Store Customer

[Full Text]

 

AUTHOR(S)

Mohamad Dimyati, N. Ari Subagio

 

KEYWORDS

customer loyalty, networked store, relationship quality, service quality

 

ABSTRACT

The research objectives of this study is to examine: (i) the influence of service quality on relationship quality and customer loyalty; (ii) the influence of relationship quality on customer loyalty; and (iii) the intermediate effect of service quality on customer loyalty mediated by relationship quality in networked mini-markets We collected the data from 140 customers based on a purposive sampling, using a structured questionnaire distributed at seven Indonesian cities. The research results of the study show that the increase in service quality directly improves relationship quality. However, we could not prove that the increase in service quality directly increases customer loyalty. Finally, we find that there is an intermediate effect of service quality on customer loyalty mediated by relationship quality in networked mini-markets

 

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