Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 1,528

The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.

Service loyalty: The effects of service quality and the mediating role of customer satisfaction

Open access
Caruana, Albert·2002·European Journal of Marketing
DOI 10.1108/03090560210430818
Open this paper in CoChat — free account

Abstract

Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response rate of 20.5 per cent is obtained. Results indicate that customer satisfaction does play a mediating role in the effect of service quality on service loyalty. The effects of a number of demographic indicators on service loyalty are also reported. Implications are discussed, limitations of the study are noted and possible areas for further research are indicated.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1108/03090560210430818

Cites

8 of 8 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 8 references

Research works printed but not linked: 49

  1. Babakus, E. and Boller, G.W. (1992), “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24 No. 3, May, pp. 253‐68. · DOI
  2. Bearden, W.O. and Teel, J.E. (1983), “Selected determinants of consumer satisfaction and complaint behavior”, Journal of Marketing Research, Vol. 20, February, pp. 21‐8. · DOI · Paper page
  3. Berry, L.L. and Parasuraman, A. (1991), Marketing Services – Competing through Quality, Free Press, Macmillan, New York, NY.
  4. Bloemer, J.M.M. and Poiesz, T.B.C. (1989), “The illusion of consumer satisfaction’, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 2, pp. 43‐8.
  5. Bolton, R.N. and Drew, J.H. (1991), “A multistage model of customers’ assessments of service quality and value”, Journal of Consumer Research, Vol. 17, March, pp. 375‐84. · DOI
  6. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), “A dynamic process model of service quality: from expectations to behavioural intentions”, Journal of Marketing Research, Vol. 30, February, pp. 7‐27. · DOI · Paper page
  7. Bouman, M. and van der Wiele, T. (1992), “Measuring service quality in the car service industry: building and testing an instrument”, International Journal of Service Industry Management, Vol. 3 No. 4, pp. 4‐16. · DOI
  8. Brown, G.H. (1952), “Brand loyalty – fact or fiction?”, Advertising Age, Vol. 23, 9 June, pp. 53‐5.
  9. Brown, G.H. (1953), “Brand loyalty – fact or fiction?”, Advertising Age, Vol. 24, 26 January, pp. 75‐6.
  10. Brown, T.J., Churchill, G.A. Jr and Peter, J.P. (1993), “Improving the measurement of service quality”, Journal of Retailing, Vol. 68 No. 1, Spring, pp. 127‐39. · DOI · Paper page
  11. Carman, J.M. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, Spring, pp. 33‐55.
  12. Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re‐examination and extension”, Journal of Marketing, Vol. 56, July, pp. 55‐68. · DOI · Paper page
  13. Cronin, J.J. and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performance based and perception based – minus – expectation measurements of service quality”, Journal of Marketing, Vol. 58, January, pp. 125‐31. · DOI · Paper page
  14. Cunningham, R.M. (1956), “Brand loyalty – what, where, how much”, Harvard Business Review, Vol. 39, November‐December, pp. 116‐38.
  15. Cunningham, R.M. (1961), “Customer loyalty to store and brand”, Harvard Business Review, Vol. 39, November‐December, pp. 127‐37.
  16. Dabholkar, P.A., Thorpe, D.I. and Rentz, J.O. (1996), “A measure of service quality for retail stores: scale development and validation”, Journal of the Academy of Marketing Science, Vol. 24 No. 1, Winter, pp. 3‐16. · DOI · Paper page
  17. Day, G.S. (1969), “A two dimensional concept of brand loyalty”, Journal of Advertising Research, Vol. 9, September, pp. 29‐36.
  18. Dick, A.S. and Basu, K. (1994), “Customer loyalty: toward an integrated conceptual framework”, Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99‐113. · DOI
  19. Frank, R.E. (1962), “Brand choice as a probability process”, Journal of Business, Vol. 35, January, pp. 43‐56. · DOI
  20. Frank, R.E. (1967), “Correlates of buying behavior for grocer products”, Journal of Marketing, Vol. 31, October, pp. 48‐53. · DOI
  21. Forbes, J.D., Tse, D.K. and Taylor, S. (1986), “Toward a model of consumer post‐choice response behaviour”, in Lutz, R.L. (Ed.), Advances in Consumer Research, Vol. 13, Association for Consumer Research, Ann Arbor, MI, pp. 658‐61.
  22. Gagliano, K.B. and Hathcote, J. (1994), “Customer expectations and perceptions of service quality in apparel retailing”, Journal of Services Marketing, Vol. 8 No. 1, pp. 60‐9. · DOI · Paper page
  23. Giese, J. and Cote, J. (2000), “Defining customer satisfaction”, Academy of Marketing Science Review, available at: www.amsreview.org/amsrev/theory/ giese00‐01.html
  24. Goldberg, S.M. (1981), “An empirical study of lifestyles correlates to brand loyalty behaviour”, Advances in Consumer Research, Vol. 9, pp. 456‐60.
  25. Gremler, D.D. and Brown, S.W. (1996), “Service loyalty: its nature, importance and implications”, in Edvardsson, B., Brown, S.W., Johnston, R. and Scheuing, E.E. (Eds), Proceedings American Marketing Association, pp. 171‐80.
  26. Grönroos, C. (1984, “A service quality model and its market implications”, European Journal of Marketing, Vol. 18 No. 4, pp. 36‐44. · DOI
  27. Jacoby, J. (1971), “A model of multi‐brand loyalty”, Journal of Advertising Research, Vol. 11, pp. 25‐31.
  28. Jacoby, J. and Chestnut, R.W. (1978), Brand Loyalty: Measurement and Management, John Wiley, New York, NY.
  29. Kostecki, M.M. (1994), Marketing Strategies for Services: Globalisation, Client Orientation, Deregulation, Pergamon Press, Oxford.
  30. LaBarbera, P.A. and Mazursky, D. (1983), “A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process”, Journal of Marketing Research, Vol. 20, November, pp. 393‐404. · DOI
  31. Lawrence, R.J. (1969), “Patterns of buyer behavior: time for a new approach?”, Journal of Marketing Research, Vol. VI, May, pp. 137‐44. · DOI
  32. Lehtinen, U. and Lehtinen, J.R. (1982), “Service quality – a study of dimensions”, unpublished working paper, Service Management Institute, Helsinki, pp. 439‐60.
  33. Lewis, R.C. and Booms, B.H. (1983), “The marketing aspects of service quality”, in Berry, L.L., Shostack, G. and Upah, G. (Eds), Emerging Perspectives in Service Marketing, American Marketing Association, Chicago, IL, pp. 99‐107.
  34. Lutz, R.J. and Winn, P.R. (1974), “Developing a Bayesian measure of brand loyalty: a preliminary report”, in Curhan, R.C. (Ed.), Proceedings of the American Marketing Association, Vol. 36, Chicago, IL.
  35. McConnell, J.D. (1968), “The development of brand loyalty: an experimental study”, Journal of Marketing Research, Vol. V, February, pp. 13‐19. · DOI
  36. Maffei, R.B. (1960), “Brand preference and simple Markov processes”, Operations Research, Vol. 8, March‐April, pp. 210‐18. · DOI
  37. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw Hill, New York, NY.
  38. Oliver, R.L. (1993), “A conceptual model of service quality and service satisfaction: compatible goals, different concepts”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, Vol. 2, JAI Press, Greenwich, CT, pp. 65‐85.
  39. Oliver, R.L. (1997), Satisfaction. A Behavioural Perspective on Consumers, McGraw Hill, Maidenhead.
  40. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implication for future research”, Journal of Marketing, Vol. 49, April, pp. 41‐50. · DOI · Paper page
  41. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”, Journal of Retailing, Vol. 70 No. 3, pp. 201‐30. · DOI · Paper page
  42. Ruyter, K., Bloemer, J. and Peeters, P. (1997), “Merging service quality and service satisfaction: an empirical test of an integrative model”, Journal of Economic Psychology, Vol. 18, pp. 387‐406. · DOI · Paper page
  43. Selin, S., Howard, D.R., Udd, E. and Cable, T. (1988), “An analysis of consumer loyalty to municipal recreation programs”, Leisure Sciences, Vol. 10, pp. 210‐23. · DOI
  44. Selnes, F. (1993), “An examination of the effect of product performance on brand reputation, satisfaction and loyalty”, European Journal of Marketing, Vol. 27 No. 9, pp. 19‐35. · DOI · Paper page
  45. Snyder, D.R. (1986, “Service loyalty and its measurement: a preliminary investigation”, in Vankatesan, M., Schmalensee, D.M. and Marshall, C. (Eds), Proceedings of the American Marketing Association, Chicago, IL, pp. 44‐8.
  46. Spreng, R.A. and Mackoy, R.D. (1996), “An empirical examination of a model of perceived service quality and satisfaction”, Journal of Retailing, Vol. 72 No. 2, pp. 201‐14. · DOI · Paper page
  47. Tucker, W.T. (1964), “The development of brand loyalty”, Journal of Marketing Research, Vol. 1, August, pp. 32‐5. · DOI
  48. Tse, D.K. and Wilton, P.C. (1988), “Models of consumer satisfaction formation: an extension”, Journal of Marketing Research, Vol. XVII, November, pp. 460‐9. · DOI · Paper page
  49. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), “The nature and determinants of customer expectations of service”, Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1‐12. · DOI · Paper page

Cited by

Metadata

Authors
Caruana, A.
Venue
European Journal of Marketing
Publisher
Emerald
Published
2002-08-01
Volume
36
Issue
7/8
Pages
811-828
ISSN
0309-0566 (ISSN-L)
DOI
10.1108/03090560210430818
OpenAlex
W2089544520
Cited by
1,528
References
8
FWCI
18.95
Type
journal article
Language
en
Open access
green
Licence
www.emerald.com/insight/site-policies (tdm)

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.