Abstract
The current study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction. Through employing the questionnaire on a convenient sample of (860) consumer from different malls and commercial complexes in Amman – Jordan; the results indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty. The study also reached to the results that good and well-built service quality may lead to customer satisfaction which in its turn can lead to a better level of customer loyalty. Consumer loyalty includes highlights or attributes that can fulfill the desires or needs of a client, it is a post utilization encounter which contrasts apparent quality and expected quality, in this way a similar conduct between inputs previously and after utilization. The study recommended to enhance the level of service quality awareness is the best approach to customer satisfaction. Aware employees tend to pay more attention to the idea of service quality which can lead to a better customer loyalty.
Highlights
Service quality is becoming one of the most important aspects in the field of services
The results show that a positive correlation exists among internet service quality dimensions and customer satisfaction, which presents that the internet service attained the highest positive correlation, followed by physical evidence, employees and prices
The results show that a positive correlation exists among internet service quality dimensions and customer loyalty, which presents that the internet service attained the highest positive correlation, followed by physical evidence, employees and prices
Summary
Service quality is becoming one of the most important aspects in the field of services. Due to the exceptional rivalry and the antagonistic vibe of natural components, service quality has turned into a foundation advertising procedure for organizations. This features how vital enhancing service quality is to associations for their survival and development since it could enable them to handle these difficulties they look in the aggressive markets. This implies benefit based organizations are constrained to give astounding service to their clients with a specific end goal to have a reasonable upper hand. There is in any case, a requirement for these associations to comprehend what service quality is with a specific end goal to achieve their destinations
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