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  • Quality Value Loyalty

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    Adi Irianto
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    Quality - Value - Loyalty Chain outlines a conceptual model of service quality where delivering high quality leads to customer perceptions of value, which drives customer loyalty. Quality is determined by meeting customer expectations on reliability, responsiveness, assurance, empathy and tangibles. When quality exceeds expectations, customers perceive value, resulting in increased satisfaction and loyalty. Satisfied, loyal customers are less price sensitive and generate positive word-of-mouth, leading to new customer acquisition and retention of existing customers.

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    Quality - Value - Loyalty Chain outlines a conceptual model of service quality where delivering high quality leads to customer perceptions of value, which drives customer loyalty. Quality is determined by meeting customer expectations on reliability, responsiveness, assurance, empathy and tangibles. When quality exceeds expectations, customers perceive value, resulting in increased satisfaction and loyalty. Satisfied, loyal customers are less price sensitive and generate positive word-of-mouth, leading to new customer acquisition and retention of existing customers.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    36 views4 pages

    Quality Value Loyalty

    Uploaded by

    Adi Irianto
    Quality - Value - Loyalty Chain outlines a conceptual model of service quality where delivering high quality leads to customer perceptions of value, which drives customer loyalty. Quality is determined by meeting customer expectations on reliability, responsiveness, assurance, empathy and tangibles. When quality exceeds expectations, customers perceive value, resulting in increased satisfaction and loyalty. Satisfied, loyal customers are less price sensitive and generate positive word-of-mouth, leading to new customer acquisition and retention of existing customers.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
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    Quality Value Loyalty Chain

    Quality Value Loyalty Chain

    Conceptual model of service quality

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