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An Analysis of the Relationship between Quality Factors and Customer Loyalty for Success of Firms in the Service Industry: A Case Study
Abstract
In recent years, literature has largely developed and analyzed the relationship between quality factors and customer loyalty. Quality and loyalty are different concepts: the quality is a dimension, the loyalty is a behavior. According to a traditional view the relationship between quality and loyalty in a competitive market is represented by a report in which the level of loyalty is directly related to the level of quality. This relationship is not, however, neither simple nor linear because the influence of other factors that go to make a significant impact on customer loyalty. Aim of this research is analyze the relationship between quality and customer loyalty in order to demonstrate as the quality is important for successful of firms. Knowing the reasons leading to customer loyalty represents one of the most important factors for the success of an enterprise.
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