Linking perceived service quality and service loyalty: a multi‐dimensional perspective

Abstract

In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. Focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word‐of‐mouth communication; price sensitivity; and complaining behaviour. Further analysis yields an intricate pattern of service quality‐service loyalty relationships at the level of the individual dimensions with notable differences across industries.