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Call for Papers:Vol.11 Issue.4

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Title: :  Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty
PaperId: :  11030
Published in:   International Journal Of Advance Research And Innovative Ideas In Education
Publisher:   IJARIIE
e-ISSN:   2395-4396
Volume/Issue:    Volume 5 Issue 6 2019
DUI:    16.0415/IJARIIE-11030
Licence: :   IJARIIE is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author NameAuthor Institute
Altejar, Lyndell U.Polytechnic University of the Philippines
Deloria, Juniele D.Polytechnic University of the Philippines
Dizon, Camille D.GPolytechnic University of the Philippines

Abstract

Business Administration
Customer Service Quality, Product Quality, Customer Satisfaction, Customer Loyalty, food-chain industry
In this research we address the effects of customer service quality and product quality on customer satisfaction and customer loyalty, and the relationship between these four variables in the context of food-chain industry. Known for their delicious Chickenjoy, Yumburger, Champ Burger and Spaghetti, and warm, neighbourly services, Jollibee is one of the leading food-chains in the Philippines. Customer loyalty is the key part behind a business’ success, as it also extends the market esteem. On the other hand, its product quality and customer service quality are important points in meeting the customer’s satisfaction. The population of the study are Business Administration students from the Polytechnic University of the Philippines, under the departments of Marketing Management, Office Administration, Human Resource and Entrepreneurship. The hypotheses of the study will be analysed by using regression and ANOVA. Results of the study show that product and customer service quality only has a small effect on customer satisfaction; and customer satisfaction does not guarantee the loyalty of the customers.

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IJARIIE Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G. "Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty" International Journal Of Advance Research And Innovative Ideas In Education Volume 5 Issue 6 2019 Page 557-564
MLA Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G. "Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty." International Journal Of Advance Research And Innovative Ideas In Education 5.6(2019) : 557-564.
APA Altejar, Lyndell U., Deloria, Juniele D., & Dizon, Camille D.G. (2019). Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty. International Journal Of Advance Research And Innovative Ideas In Education, 5(6), 557-564.
Chicago Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G. "Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty." International Journal Of Advance Research And Innovative Ideas In Education 5, no. 6 (2019) : 557-564.
Oxford Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G. 'Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty', International Journal Of Advance Research And Innovative Ideas In Education, vol. 5, no. 6, 2019, p. 557-564. Available from IJARIIE, https://ijariie.com/AdminUploadPdf/Study_of_the_Effects_of_Customer_Service_Quality_and_Product_Quality_on_Customer_Satisfaction_and_Customer_Loyalty_ijariie11030.pdf (Accessed : 16 November 2024).
Harvard Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G. (2019) 'Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty', International Journal Of Advance Research And Innovative Ideas In Education, 5(6), pp. 557-564IJARIIE [Online]. Available at: https://ijariie.com/AdminUploadPdf/Study_of_the_Effects_of_Customer_Service_Quality_and_Product_Quality_on_Customer_Satisfaction_and_Customer_Loyalty_ijariie11030.pdf (Accessed : 16 November 2024)
IEEE Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G, "Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty," International Journal Of Advance Research And Innovative Ideas In Education, vol. 5, no. 6, pp. 557-564, Nov-Dec 2019. [Online]. Available: https://ijariie.com/AdminUploadPdf/Study_of_the_Effects_of_Customer_Service_Quality_and_Product_Quality_on_Customer_Satisfaction_and_Customer_Loyalty_ijariie11030.pdf [Accessed : 16 November 2024].
Turabian Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G. "Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty." International Journal Of Advance Research And Innovative Ideas In Education [Online]. volume 5 number 6 (16 November 2024).
Vancouver Altejar, Lyndell U., Deloria, Juniele D., and Dizon, Camille D.G. Study of the Effects of Customer Service Quality and Product Quality on Customer Satisfaction and Customer Loyalty. International Journal Of Advance Research And Innovative Ideas In Education [Internet]. 2019 [Cited : 16 November 2024]; 5(6) : 557-564. Available from: https://ijariie.com/AdminUploadPdf/Study_of_the_Effects_of_Customer_Service_Quality_and_Product_Quality_on_Customer_Satisfaction_and_Customer_Loyalty_ijariie11030.pdf
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