European Journal of Business and Management
www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol.5, No.23, 2013
The Relationship between Service Quality and Customer Loyalty in the Kenyan Mobile Telecommunication Service Industry Paul Mensah Agyei*1, James M. Kilika2, PhD 1. Centre for Continuing Education, University of Cape Coast, Cape Coast, Ghana 2. Department of Business Administration, School of Business, Kenyatta University, Nairobi, Kenya *Email of coressponding author :
[email protected] Abstract Customer loyalty has been presented as an indicator of successful quality management practices in both the manufacturing and the service sectors. Due to the rapid growth of the services sector in most economies, there is need to understand how this concept is associated with business practices for supporting quality in the services sector. The study examined the relationship between service quality and customer loyalty in the Kenyan Mobile Telecommunication Service Sector. The SERVQUAL model was adopted in the study. Kenyatta University students drawn from five of its campuses were selected for the population of the study. Pearson product-moment correlation coefficient and regression analyses were the parametric statistical tools used to test the association and effect in the study. A significant relationship was found between service quality and customer loyalty r(313) = 0.47, p
