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首页> 外文期刊>SAM advanced management journal >Service Quality, Relational Benefits, and Customer Loyalty in a Non-Western Context
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Service Quality, Relational Benefits, and Customer Loyalty in a Non-Western Context

机译：非西方环境下的服务质量，关系利益和客户忠诚度

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摘要

Although practitioners and the academic community appreciate the importance of effective marketing in our highly competitive world, customer loyalty has received somewhat less rigorous attention than other marketing subjects. To help fill this gap by examining the relative importance of service quality, relational benefits, and customer perceived value to loyalty, a study was conducted of a family-doctor practice in Alexandria, Egypt. Resulting research variables (based on interviews with customers) were measured using the five-point Likert scale to examine four hypotheses. Perceived service quality and perceived value were major predictors of loyalty; relational benefits less so, except for trust.
机译：尽管从业者和学术界都认识到有效营销在我们竞争激烈的世界中的重要性，但与其他营销主题相比，客户忠诚度受到的关注程度有所降低。为了通过检查服务质量，关系收益和客户感知价值对忠诚度的相对重要性来填补这一空白，对埃及亚历山大市的家庭医生进行了一项研究。得出的研究变量（基于与客户的访谈）使用五点李克特量表进行了度量，以检验四个假设。感知的服务质量和感知的价值是忠诚度的主要预测指标；关系利益少了，除了信任。

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