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The study of the impact of service standards, product quality and corporate image on customer satisfaction and loyalty: a study at shell fuel retail station

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The purpose of this research is to study and analyse the impact of service standards, product quality and corporate image on customer satisfaction and loyalty (customers become more loyal and increase their usage of products) - a case study at Shell fuel retail station. nThe primary data was obtained by using the questionnaires to 150 customers of PTSI. The data is analysed using Structural Equation Modeling (SEM), Cross-Tabulation and One-Sample t-test statistical analysis to test the hypotheses. nFinding of this research is customer satisfaction level of PTSI is significantly high. Service quality, product quality and corporate image have a significant positive impact on customer satisfaction. The result showed that customer satisfaction has a significant positive impact on customer loyalty. In conclusion PTSI must be able to understand the effect between customer satisfaction and customer loyal. It will be a great challenge for the PTSI in preparing their strategic plan in maintaining customer loyalty, and at the same time expending their customer base.

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Availability

M00308

(wh)

Available

Detail Information

Series Title

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Call Number

308

Publisher

: Swiss German University., 2015

Collation

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Language

English

ISBN/ISSN

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Classification

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Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

MBA
Satisfaction
Service standards
Product quality
Corporate image
Loyalty
Ffuel retail station
Shell

Specific Detail Info

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Statement of Responsibility

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