Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Q...
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| Format: | Article |
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Taylor & Francis Group
2014
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| author | Gorondutse, Abdullahi Hassan Abdullah, Haim Hilman |
| author_facet | Gorondutse, Abdullahi Hassan Abdullah, Haim Hilman |
| author_sort | Gorondutse, Abdullahi Hassan |
| collection | UUM |
| description | The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Questionnaires were used to collect data from 208 valid respondents by a simple random sampling method.SPSS version 18 was used to analyse the data and SOBEL was used to test the mediating relationships. The results of the study show that there is a positive and significant link between customer satisfaction and the constructs of service quality, and further study inferred that customer satisfaction is positively significantly related to customer loyalty. Consequently, firms have to specifically focus on these variables in order to forge long-term and jointly profitability relationships with customers and create loyalty as competitive advantages in the market. |
| first_indexed | 2024-07-04T05:54:45Z |
| format | Article |
| id | uum-14097 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T05:54:45Z |
| publishDate | 2014 |
| publisher | Taylor & Francis Group |
| record_format | eprints |
| spelling | uum-140972016-04-18T00:46:50Z https://repo.uum.edu.my/id/eprint/14097/ Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach Gorondutse, Abdullahi Hassan Abdullah, Haim Hilman HD28 Management. Industrial Management The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Questionnaires were used to collect data from 208 valid respondents by a simple random sampling method.SPSS version 18 was used to analyse the data and SOBEL was used to test the mediating relationships. The results of the study show that there is a positive and significant link between customer satisfaction and the constructs of service quality, and further study inferred that customer satisfaction is positively significantly related to customer loyalty. Consequently, firms have to specifically focus on these variables in order to forge long-term and jointly profitability relationships with customers and create loyalty as competitive advantages in the market. Taylor & Francis Group 2014 Article PeerReviewed Gorondutse, Abdullahi Hassan and Abdullah, Haim Hilman (2014) Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9 (1). pp. 1-8. ISSN 1750-9653 http://doi.org/10.1080/17509653.2013.812337 doi:10.1080/17509653.2013.812337 doi:10.1080/17509653.2013.812337 |
| spellingShingle | HD28 Management. Industrial Management Gorondutse, Abdullahi Hassan Abdullah, Haim Hilman Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach |
| title | Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach |
| title_full | Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach |
| title_fullStr | Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach |
| title_full_unstemmed | Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach |
| title_short | Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach |
| title_sort | mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the nigerian foods and beverages industry sobel test approach |
| topic | HD28 Management. Industrial Management |
| work_keys_str_mv | AT gorondutseabdullahihassan mediationeffectofcustomersatisfactionontherelationshipsbetweenservicequalityandcustomerloyaltyinthenigerianfoodsandbeveragesindustrysobeltestapproach AT abdullahhaimhilman mediationeffectofcustomersatisfactionontherelationshipsbetweenservicequalityandcustomerloyaltyinthenigerianfoodsandbeveragesindustrysobeltestapproach |