Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach

The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Q...

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Main Authors: Gorondutse, Abdullahi Hassan, Abdullah, Haim Hilman
Format: Article
Published: Taylor & Francis Group 2014
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Online Access:http://repo.uum.edu.my/14097/
http://doi.org/10.1080/17509653.2013.812337
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spelling my.uum.repo.140972016-04-18T00:46:50Z http://repo.uum.edu.my/14097/ Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach Gorondutse, Abdullahi Hassan Abdullah, Haim Hilman HD28 Management. Industrial Management The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Questionnaires were used to collect data from 208 valid respondents by a simple random sampling method.SPSS version 18 was used to analyse the data and SOBEL was used to test the mediating relationships. The results of the study show that there is a positive and significant link between customer satisfaction and the constructs of service quality, and further study inferred that customer satisfaction is positively significantly related to customer loyalty. Consequently, firms have to specifically focus on these variables in order to forge long-term and jointly profitability relationships with customers and create loyalty as competitive advantages in the market. Taylor & Francis Group 2014 Article PeerReviewed Gorondutse, Abdullahi Hassan and Abdullah, Haim Hilman (2014) Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9 (1). pp. 1-8. ISSN 1750-9653 http://doi.org/10.1080/17509653.2013.812337 doi:10.1080/17509653.2013.812337
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Gorondutse, Abdullahi Hassan
Abdullah, Haim Hilman
Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
description The objectives of this paper are to explore the most common constructs for quality in the food and beverages industry that influence customer satisfaction, and to examine the mediating effect of customer satisfaction on customer loyalty in the context of the food and beverages industry in Nigeria. Questionnaires were used to collect data from 208 valid respondents by a simple random sampling method.SPSS version 18 was used to analyse the data and SOBEL was used to test the mediating relationships. The results of the study show that there is a positive and significant link between customer satisfaction and the constructs of service quality, and further study inferred that customer satisfaction is positively significantly related to customer loyalty. Consequently, firms have to specifically focus on these variables in order to forge long-term and jointly profitability relationships with customers and create loyalty as competitive advantages in the market.
format Article
author Gorondutse, Abdullahi Hassan
Abdullah, Haim Hilman
author_facet Gorondutse, Abdullahi Hassan
Abdullah, Haim Hilman
author_sort Gorondutse, Abdullahi Hassan
title Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
title_short Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
title_full Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
title_fullStr Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
title_full_unstemmed Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
title_sort mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the nigerian foods and beverages industry: sobel test approach
publisher Taylor & Francis Group
publishDate 2014
url http://repo.uum.edu.my/14097/
http://doi.org/10.1080/17509653.2013.812337
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score 13.144533