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Document Type:Latin Dissertation
Language of Document:English
Record Number:54344
Doc. No:TL24298
Call number:‭3321218‬
Main Entry:Joseph E. Saleeby
Title & Author:Examining the relationship between service quality and customer loyalty in Lebanese restaurantsJoseph E. Saleeby
College:Northcentral University
Date:2008
Degree:Ph.D.
student score:2008
Page No:56
Abstract:Restaurants in Lebanon, a country with an economy relying heavily on its tourism sector, have flourished over the past decade. They are diverse, differentiated, and have helped to create an industry which is highly competitive and boasts high standards in quality and service. In this paper, the relationship between quality of service and customer loyalty in the restaurant industry is investigated. The customer's perception of quality of service is studied based on the SERVQUAL model. Customer loyalty is defined as a hybrid between behavioral and attitudinal loyalty with a higher emphasis on the behavioral aspect of customer loyalty (Ballinger and Rubinson 1996; Dick and Basu 1994). The research survey covered 7 different restaurants in Lebanon and the correlation between perceived quality of service and customer loyalty was calculated using the Pearson r coefficient. The findings show a strong positive correlation (r = 0.671) between customer loyalty and service quality. Further analysis revealed that the SERVQUAL components of Assurance and Responsiveness are more highly correlated with customer loyalty than the other components.
Subject:Social sciences; Cust loyalty; Customer loyalty; Leb rest; Lebanon; Quality of; Relationship of; Restaurants; SERVQUAL; Serv quality; Service quality; Marketing; Management; Studies; Quality of service; Customer retention; 0338:Marketing; 0454:Management
Added Entry:Northcentral University