The Impact of Service Quality on Consumer Loyalty

Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, ( Atlantic International University ) (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame. The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.

Auteur

David Ackah (PhD) is an experienced and innovative project management professional with sound academic and professional background with excellent working knowledge in projects management method based on project management parameters and donors' rules; propose composition and take part in the bid evaluation panel(s). He holds Doctor of Philosophy (PhD) in Community & Economic Development, and Master of Science (MSc) in Business & Economics from United State of America, Bachelor of Science (BSc) in Accounting from the University College of Management Studies, Standard Diploma from the Managing & Marketing Sales Association (MAMSA UK), and Single Subject Diploma from the Institute of Commercial Management (ICM UK). He also holds Professional Doctorate and Postgraduate Diploma in Project Management from the Institute of Project Management Professionals Ghana, a Professional Diploma in Project Management from the International Business Management Institute (IBMI) at New York (USA), Professional Diploma in Project Management from the Alison Institute with Certificate No. AC-1266-11259553. In 2019, he was awarded a Certified Professorship (C.Prof) from the International Association for Quality Assurance in Higher Education (QAHE) in Hong Kong. In Ghana today, the landscape is littered with failed and abandoned projects, in this regards, he has taken the mantle to take up another PhD in Project Development Planning from the Central University of Nicaragua focusing on investigating into the causes and effects of failure and abandoned projects on the Ghanaian economy. David Ackah (PhD) brings to your organization real-world experience in developing successful project plans, communicating expectations clearly, and encouraging team enthusiasm, even in the late stages of the project cycle.