The Impact of Operations Performance on Customer Loyalty

Vikas Kumar (), Luciano Batista () and Roger Maull ()
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Vikas Kumar: Department of Management, Dublin City University Business School, Dublin, Republic of Ireland
Luciano Batista: Centre for Research on Knowledge, Innovation and Enterprise, The Open University Business School, Milton Keynes, United Kingdom
Roger Maull: Department of Management, Exeter Business School, University of Exeter, Exeter, United Kingdom

Service Science, 2011, vol. 3, issue 2, 158-171

Abstract: This research develops a longitudinal study that builds upon previous findings that operations performance of service delivery can positively affect customer satisfaction, further extending this verdict to point out operations performance as a direct determinant of customer loyalty. Path Analysis is used as a methodological framework. This paper reports the findings of an empirical research conducted in a large telecommunications company operating in the UK. Regarding operations performance impact on customer loyalty, the research findings support the conclusion that while operations speed may help to acquire customers, it is the operations dependability that more strongly drives customer loyalty in the long term. [ Service Science , ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Keywords: customer loyalty drivers; operations performance; service delivery; dependability; speed; quality (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:3:y:2011:i:2:p:158-171

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