Impact of service quality on Loyalty & Mediating role of Trust: An empirical investigation of Restaurants

Fiza Amjad, Sajjad Ahmad Baig, Khalid Jamil and Asma Amjad

Journal of Education and Vocational Research, 2018, vol. 8, issue 4, 6-14

Abstract: Study was conducted to investigate the relationship between service quality, trust and loyalty. The trust is mediating between service quality and loyalty. Service quality provided to the customer is responsibility of the restaurants. Using a convenient sampling data was collected from consumers. Service quality positively associated with trust and loyalty and trust is also positively linked with loyalty and mediates the relationship between service quality and loyalty according to our finding. This article helps the organizations to understand the importance of service quality provide and how consumers become loyal to the organization. Customer retention is higher and profitability is greater for the business over the long period of time.

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arjevr:v:8:y:2018:i:4:p:6-14

DOI: 10.22610/jevr.v8i4.2156

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