A study on Perceived Product and Service Quality on Customer Loyalty: A Structural Equation Modelling Approach

Nayak, Indira V K and Pai, Rajesh R (2015) A study on Perceived Product and Service Quality on Customer Loyalty: A Structural Equation Modelling Approach. International Journal of Research in Advent Technology, 3 (5). pp. 161-177. ISSN 2321-9637

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Abstract

Jewelry sector is one of the fastest growing sector. The usage of Jewelry has been a constant feature in mankind existence from earliest times. Accordingly Jewelry retailing has been changing every year. This change may be due to the effect of several factors like existence of brands, certification, advertising etc., Inorder to retain the customers, organization have to think of improving customer satisfaction. This can be increased by providing good quality products, reaching customer expectation, providing wide range of designs, good quality of service etc., Considering this, an attempt has been made to identify the relationship between Customer Satisfaction, Perceived Product Quality and Perceived Service Quality at well-known jewelry shops in South Canara. This study helps in identifying different factors influencing Customer Satisfaction which the organization can focus. This is done by collecting data through Questionnaire and analyzed using Partial Least Square Structural Equation Modelling Approach to find out the degree of relationship that exists between the variables and its impact on Customer Satisfaction.

Item Type: Article
Uncontrolled Keywords: Customer Satisfaction, Customer Loyalty, Perceived Product Quality, Perceived Service Quality, Structural Equation Modelling
Subjects: Engineering > MIT Manipal > Humanities and Management
Depositing User: MIT Library
Date Deposited: 02 Jun 2016 09:41
Last Modified: 02 Jun 2016 09:41
URI: http://eprints.manipal.edu/id/eprint/146255

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