Interrelationship among Corporate Image, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing the moderating impact of Complaint Handling

Abstract

Banking sector strives to retain their customers by satisfying their needs and try to develop long term strategies in order to form satisfied and loyal customers base. Service quality and corporate image are significant elements contribute towards customer’s satisfaction and loyalty. Therefore, current study attempts to investigate the relationship among Corporate Image, Service Quality, customer satisfaction and customer loyalty with the moderating impact of complaint handling. By adopting convenience sampling technique, data was collected through self-administered questionnaire from 213 banking sector customers. Hypothesized relationships in conceptual model were analyzed through statistical package for social sciences (SPSS). The findings unveiled that corporate image and service quality have a significant influence on customer loyalty via customer satisfaction. Moreover, moderating effect of complaint handling on the relationship of customer satisfaction and customer loyalty is evidenced from the current study. This study offers a greater understanding of the underlying processes (i.e., corporate image and service quality) which works through to contribute towards customer loyalty by customer satisfaction.