Author

  • Fiza Amjad

    • Department of Management science, National Textile University Faisalabad
    • Pakistan

  • Sajjad Ahmad Baig

    • Department of Management science, National Textile University Faisalabad
    • Pakistan

  • Khalid Jamil

    • Lyallpur Business School GC University, Faisalabad
    • Pakistan

  • Asma Amjad

    • Department of Management science, National Textile University Faisalabad
    • Pakistan

Abstract

S tudy was conducted to investigate the relationship between service quality, trust and loyalty. The trust is mediating between service quality and loyalty. Service quality provided to the customer is responsibility of the restaurants. Using a convenient sampling data was collected from consumers. Service quality positively associated with trust and loyalty and trust is also positively linked with loyalty and mediates the relationship between service quality and loyalty according to our finding. This article helps the organizations to understand the importance of service quality provide and how consumers become loyal to the organization. Customer retention is higher and profitability is greater for the business over the long period of time.

Keywords

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How to Cite

Amjad, F., Baig, S. A., Jamil, K., & Amjad, A. (2018). Impact of service quality on Loyalty & Mediating role of Trust: An empirical investigation of Restaurants. Journal of Education and Vocational Research, 8(4), 6-14. https://doi.org/10.22610/jevr.v8i4.2156

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Copyright (c) 2018 Fiza Amjad, Sajjad Ahmad Baig, Khalid Jamil, Asma Amjad (Author)

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Research Paper

Published in

Vol. 8 No. 4 (2017) Service Quality, Organisations & Skill Development View issue contents

Published

2018-04-16

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