Increasing Performance through Loyalty by Improving Customer Service Quality: Case Study of a Fuel Retailer

The 26th World Multi-Conference on Systemics, Cybernetics and Informatics (WMSCI 2022): Proceedings 2022
Linda Zāga-Bremmere, Gundars Kokins, Modris Ozoliņš

This research article examines the connection between the perceived quality of a customer-company service interaction in a retail environment by analyzing the concepts of service quality and its impact on customer satisfaction. To evaluate how service quality impacts a company’s performance and which dimensions of service quality should be emphasized, the concept of customer loyalty is cross-examined in the article to identify the various performance-related outcomes. Measurement methods are evaluated and applied in a case study involving a large fuel retailer in Latvia. As a result of the empirical research involving SERVQUAL, CSAT, NPS surveys, semi-structured interviews & qualitative content analysis, practical improvement and focus areas for fuel retailers are suggested, theoretical implications are discussed, and future research directions are proposed.

Atslēgas vārdi
Service Quality, SERVQUAL, Customer Satisfaction, Customer Loyalty
DOI
10.54808/WMSCI2022.02.154
Hipersaite
https://www.iiis.org/DOI2022/SA454GI/

Zāga-Bremmere, L., Kokins, G., Ozoliņš, M. Increasing Performance through Loyalty by Improving Customer Service Quality: Case Study of a Fuel Retailer. No: The 26th World Multi-Conference on Systemics, Cybernetics and Informatics (WMSCI 2022): Proceedings, Amerikas savienotās valstis, Orlando, 12.-15. jūlijs, 2022. Winter Garden: International Institute of Informatics and Systemics (IIIS), 2022, 154.-160.lpp. ISBN 978-1-950492-65-7. ISSN 2771-0947. Pieejams: doi:10.54808/WMSCI2022.02.154

Publikācijas valoda
English (en)