دورية أكاديمية
Impact of laptop dealer firm’s service quality on customers’ loyalty in Jordan
| العنوان: | Impact of laptop dealer firm’s service quality on customers’ loyalty in Jordan |
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| المؤلفون: | Al-Harith M. Abu Hussien, Rashad Al Saed, Ahmad A. I. Shajrawi, Ahmad Albloush, Hussam Ali |
| المصدر: | Innovative Marketing, Vol 19, Iss 1, Pp 26-36 (2023) |
| بيانات النشر: | LLC "CPC "Business Perspectives", 2023. |
| سنة النشر: | 2023 |
| المجموعة: | LCC:Marketing. Distribution of products |
| مصطلحات موضوعية: | accessibility, assurance, empathy, intention, purchase, reliability, Marketing. Distribution of products, HF5410-5417.5 |
| الوصف: | This study aims to investigate how various aspects of service quality in laptop dealer companies affect customers’ loyalty in Jordan. Data were collected from 341 Jordanian clients of dealer firms selling laptops in Jordan (HP, LG, Toshiba, Apple, Samsung, Sony, and Dell). Collected data were then analyzed; the hypotheses were assessed with the help of SPSS and structural equation modeling. The findings showed that customers’ loyalty is significantly impacted by reliability, accessibility to service, and safety. Furthermore, the value of beta represents relative importance. The dimension of safety showed the highest level in size of the impact on customers’ loyalty, and its value was 0.446 of the total impact. Next, the access to service dimension was the second factor in the impact size (0.239), and the reliability dimension demonstrated the smallest impact size with 0.146. Additionally, the findings revealed that reliability, access to service, and safety explain 52% of the variance in customers’ loyalty to purchase a laptop in Jordan. As a result, the study recommends that Jordanian laptop dealer firms consider all three service quality characteristics, particularly safety, to maintain the loyalty of their customers. |
| نوع الوثيقة: | article |
| وصف الملف: | electronic resource |
| اللغة: | English |
| تدمد: | 1814-2427 1816-6326 |
| Relation: | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/17630/IM_2023_01_Hussien.pdf; https://doaj.org/toc/1814-2427; https://doaj.org/toc/1816-6326 |
| DOI: | 10.21511/im.19(1).2023.03 |
| URL الوصول: | https://doaj.org/article/5b200d253a6843bbb16a1cec013be554 |
| رقم الأكسشن: | edsdoj.5b200d253a6843bbb16a1cec013be554 |
| قاعدة البيانات: | Directory of Open Access Journals |
Full Text Finder | تدمد: | 18142427 18166326 |
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| DOI: | 10.21511/im.19(1).2023.03 |