The Effect of Digitalization on the Quality of Service and Customer Loyalty

The Effect of Digitalization on the Quality of Service and Customer Loyalty

This research aims to measure the effect of digitalization on service quality through the SERVQUAL model (tangibility, reliability, responsiveness, assurance, and empathy) and customer loyalty. Also, we analyze the relationship between customer loyalty and their demographics. A quantitative method w...

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Bibliographic Details
Main Authors: Lulzim Shabani, Arbëresha Behluli, Fidan Qerimi, Fellanze Pula, Pranvera Dalloshi
Format: Article
Language:English
Published: Ital Publication 2022-09-01
Series:Emerging Science Journal
Subjects:
digitalization
quality of services
customer loyalty
demographic variables.
Online Access:https://ijournalse.org/index.php/ESJ/article/view/1213

Internet

https://ijournalse.org/index.php/ESJ/article/view/1213

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