The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico

The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico

Service quality is considered an alternative for companies to obtain a competitive and sustainable advantage in a globalized economic environment. Small and medium-sized enterprises must offer a higher quality of service than large companies, and thus obtain customer preference. The objective of thi...

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Main Authors: Silva-Treviño, Juan Gilberto, Macías-Hernández, Bárbara Azucena, Tello-Leal, Edgar, Delgado-Rivas, Jesús Gerardo
Format: Online
Language:spa
Published: Universidad Autónoma de Tamaulipas 2021
Online Access:https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1369
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institution CIENCIA UAT
collection OJS
language spa
format Online
author Silva-Treviño, Juan Gilberto
Macías-Hernández, Bárbara Azucena
Tello-Leal, Edgar
Delgado-Rivas, Jesús Gerardo
spellingShingle Silva-Treviño, Juan Gilberto
Macías-Hernández, Bárbara Azucena
Tello-Leal, Edgar
Delgado-Rivas, Jesús Gerardo
The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico
author_facet Silva-Treviño, Juan Gilberto
Macías-Hernández, Bárbara Azucena
Tello-Leal, Edgar
Delgado-Rivas, Jesús Gerardo
author_sort Silva-Treviño, Juan Gilberto
title The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico
title_short The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico
title_full The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico
title_fullStr The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico
title_full_unstemmed The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico
title_sort relationship between service quality, customer satisfaction, and customer loyalty: a case study of a trading company in mexico
description Service quality is considered an alternative for companies to obtain a competitive and sustainable advantage in a globalized economic environment. Small and medium-sized enterprises must offer a higher quality of service than large companies, and thus obtain customer preference. The objective of this study was to identify the relationship between service quality variable and the customer satisfaction and customer loyalty variables. Spearman’s correlation coefficient was used, and a statistical method based on exploratory factor analysis, aiming to extract the maximum variance of the data set within each factor. The results allowed observing a highly significant, positive, and strong correlation, with values of r = 0.820 and r = 0.803, between the variables of service quality, customer satisfaction, and customer loyalty. An important finding was the association between the tangible aspects dimension with the customer satisfaction and customer loyalty variables, with values of r = 0.910 and r = 0.919, respectively. On the other hand, in the factor analysis, through the explained total variance, it was observed that the eigenvalue is greater than 1 in the first five cases, where the percentage of the variance reaches a maximum value of 54.886 % in its first factor. Then, with five factors, 73.713 % of the variance of all the original data is explained. The study presented the limitation of its application in only one company. It was confirmed that, through better customer care and service, service quality constitutes an excellent tool for the profitability and sustainability of the organization.
publisher Universidad Autónoma de Tamaulipas
publishDate 2021
url https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1369
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spelling oai:ojs.pkp.sfu.ca:article-13692021-01-30T20:05:10Z The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico La relación entre la calidad en el servicio, satisfacción del cliente y lealtad del cliente: un estudio de caso de una empresa comercial en México Silva-Treviño, Juan Gilberto Macías-Hernández, Bárbara Azucena Tello-Leal, Edgar Delgado-Rivas, Jesús Gerardo calidad en el servicio satisfacción del cliente lealtad del cliente PyME service quality customer satisfaction customer loyalty SME Service quality is considered an alternative for companies to obtain a competitive and sustainable advantage in a globalized economic environment. Small and medium-sized enterprises must offer a higher quality of service than large companies, and thus obtain customer preference. The objective of this study was to identify the relationship between service quality variable and the customer satisfaction and customer loyalty variables. Spearman’s correlation coefficient was used, and a statistical method based on exploratory factor analysis, aiming to extract the maximum variance of the data set within each factor. The results allowed observing a highly significant, positive, and strong correlation, with values of r = 0.820 and r = 0.803, between the variables of service quality, customer satisfaction, and customer loyalty. An important finding was the association between the tangible aspects dimension with the customer satisfaction and customer loyalty variables, with values of r = 0.910 and r = 0.919, respectively. On the other hand, in the factor analysis, through the explained total variance, it was observed that the eigenvalue is greater than 1 in the first five cases, where the percentage of the variance reaches a maximum value of 54.886 % in its first factor. Then, with five factors, 73.713 % of the variance of all the original data is explained. The study presented the limitation of its application in only one company. It was confirmed that, through better customer care and service, service quality constitutes an excellent tool for the profitability and sustainability of the organization. La calidad en el servicio se considera una alternativa para que las empresas puedan obtener una ventaja competitiva y sostenible en un entorno económico globalizado. Las pequeñas y medianas empresas deben ofrecer una mayor calidad en el servicio que las empresas grandes, y así obtener la preferencia de los clientes. El objetivo de este estudio fue identificar la relación entre la variable calidad en el servicio y las variables satisfacción del cliente y lealtad del cliente. Se utilizó el coeficiente de correlación de Spearman y un método estadístico basado en análisis factorial exploratorio que apunta a extraer la varianza máxima del conjunto de datos dentro de cada factor. Los resultados permitieron observar una correlación altamente significativa, positiva y fuerte de la variable de calidad en el servicio con satisfacción del cliente (r = 0.820) y lealtad del cliente (r = 0.803). Un hallazgo importante también fue la asociación entre la dimensión aspectos tangibles con las variables satisfacción del cliente (r = 0.910) y lealtad del cliente (r = 0.919). Por otro lado, en el análisis factorial, a través de la varianza total explicada, se observó que el autovalor es superior a 1 en los cinco primeros casos, donde el porcentaje de la varianza alcanza un valor máximo de 54.886 % en su primer factor. Entonces, con cinco factores se consigue explicar un 73.713 % de la varianza de todos los datos originales. El estudio presentó la limitación de su aplicación en solo una empresa. Se confirmó que a través de una mejor atención y servicio al cliente, la calidad en el servicio constituye una excelente herramienta para la rentabilidad y sostenibilidad de la empresa. Universidad Autónoma de Tamaulipas 2021-01-30 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html text/xml https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1369 10.29059/cienciauat.v15i2.1369 CienciaUAT; Vol 15 No. 2. January-June 2021; 85-101 CienciaUAT; Vol. 15 No. 2: Enero-Junio 2021 ; 85-101 2007-7858 2007-7521 spa https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1369/794 https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1369/793 https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1369/821 Derechos de autor 2021 CienciaUAT

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