ANALYSIS OF THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER LOYALTY IN RESTAURANTS: EVIDENCE FROM MEXICO ANALISIS DE LA RELACION DE LA CALIDAD EN EL SERVICIO Y LA LEALTAD DEL CLIENTE EN RESTAURANTES DE LA CIUDAD DE ENSENADA

Paulina Flores Martinez and Erik Ocon Cedillo

Revista Internacional Administracion & Finanzas, 2020, vol. 13, issue 1, 25-35

Abstract: This research analyzes relationships between service quality and customer loyalty of Ensenada city restaurants. Our purpose is to provide owners and workers with reliable information for strengthening their companies. In addition, the research can help in developing strategies that allow firms to foster successful and lasting relationships with their clients. The study approach is quantitative, its scope is descriptive-correlational and its type of design is non-experimental transactional. To collect the data, a questionnaire was built consisting of 20 items distributed among 7 variables. Five variables correspond to the quality of service. The other two variables related to customer loyalty. The Cronbach’s Alpha reliability test equaled 0.944. The type of sampling used was probabilistic by strata or clusters. The statistical analysis showed that empathy had the greatest relation to customer loyalty

Keywords: Quality Service; Customer Loyalty; SERVPERF Scale (search for similar items in EconPapers)
JEL-codes: M1 M10 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ibf:riafin:v:13:y:2020:i:1:p:25-35

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