An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Naif Mutlaq Al Otaibi and Kausar Yasmeen ()
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Naif Mutlaq Al Otaibi: Universiti Utara Malaysia
Kausar Yasmeen: Universiti Utara Malaysia

Journal of Entrepreneurship and Business Innovation, 2014, vol. 1, issue 1, 79-122

Abstract: Lack perceived quality in Saudi Arabia has been repeatedly identified as one of the most formidable barriers to people for engaging in customer loyalty.Despite, the widespread establishment of shopping malls all over the country, the statistics revealed that Saudi consumers, although trying grocery shopping in some shopping malls, still prefer to do their grocery shopping activities in traditional grocery stores and convenience stores (Othaim, 2012).This paper provides an overview perceived service quality and customer satisfaction which affect Saudi customer loyalty and it reviews relevant previous studies that investigate the relationships among said three variables. This paper provides the critical remarks and direction for future research.

Keywords: Customer loyalty; perceived service quality; customer satisfaction (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (1)

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