Service quality and customer loyalty in the service industry

Please use this identifier to cite or link to this item: https://pub.nkumbauniversity.ac.ug/xmlui/handle/123456789/405

Title:	Service quality and customer loyalty in the service industry
Other Titles:	A case of City Tyres Uganda
Authors:	Shamsa, Halifan
Keywords:	Service quality, Customer loyalty, Reliability, Responsiveness, Empathy, Tangibility.
Issue Date:	2021
Publisher:	Nkumba university press Entebbe.
Citation:	Shamsa Halifan (2021). Service quality and customer loyalty in the service industry: a case Of City Tyres Uganda. In Asiimwe, Solomon (Ed). Compendium of Graduate Students’ Research Abstracts. Entebbe: Nkumba University Press.
Series/Report no.:	;no. 245-247
Abstract:	The study examined the relationship between service quality and customer loyalty, a case of City Tyres Uganda limited Bombo road branch.
Description:	The study revealed that reliability significantly influenced customer loyalty which was established as (beta value=.295, t=10.158, P<.000). The study also revealed that responsiveness significantly influenced customer loyalty which was established as (beta value=.529, t=6.581, P<.000). The study further revealed that empathy significantly influenced customer loyalty which was established as (beta value=.295, t=10.158, P<.000). The study revealed that tangibility significantly influenced customer loyalty which was established as (beta value=.395, t=8.484, P<.000).
URI:	https://pub.nkumbauniversity.ac.ug/xmlui/handle/123456789/405
ISBN:	978-9970-694-00-6
Appears in Collections:	Book Chapters

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