To measure the customers’ perception of the service quality provided by Impelpro, SERVPERF model is used in this study. SERVPERF specifically measures the client's impression of service execution and accept that respondents naturally look at their view of the service quality levels with their desires of those services. The model contains 22 questions and a five point likert scale is used to measure the performance. For all the service quality dimensions (Tangibles, Reliability, Responsiveness, Empathy and Assurance), the mean score have been computed. The table below represents the results.
Tangibility
Tangibility refers to the appearance of physical facilities, equipment, personnel and communication materials. Accordingly the mean value …show more content…
H1a: There is a significant and positive relationship among service quality and customer retention in Impelpro SCM solutions pvt Ltd.
From the result we can see that assurance is highly correlated to satisfaction (0.606) followed by responsiveness (0.585), reliability (0.512), and tangibility (0.501) and empathy (0.487). …show more content…
The maximum inter correlation is between responsiveness and assurance (r=0.738) followed by responsiveness and reliability(r=0.666), reliability and assurance (r=0.659) and empathy and assurance (0.629)
Thus from this result confirmed that there is a positive and significant relationship between service quality dimension and customer retention. Hence it answers the second research question which asks about the relationship between service quality and customer satisfaction.
As needs be we can presume that there is a positive relationship between the service quality measurements and consumer loyalty. Subsequently any change in one of the measurements will emphatically contribute in improving the consumer loyalty. In addition the result confirmed that the alternative hypothesis “there is a significant and positive relationship among service quality and customer retention in Impelpro SCM solutions pvt Ltd” is accepted which leads to rejection of the null
Tangibility
Tangibility refers to the appearance of physical facilities, equipment, personnel and communication materials. Accordingly the mean value …show more content…
H1a: There is a significant and positive relationship among service quality and customer retention in Impelpro SCM solutions pvt Ltd.
From the result we can see that assurance is highly correlated to satisfaction (0.606) followed by responsiveness (0.585), reliability (0.512), and tangibility (0.501) and empathy (0.487). …show more content…
The maximum inter correlation is between responsiveness and assurance (r=0.738) followed by responsiveness and reliability(r=0.666), reliability and assurance (r=0.659) and empathy and assurance (0.629)
Thus from this result confirmed that there is a positive and significant relationship between service quality dimension and customer retention. Hence it answers the second research question which asks about the relationship between service quality and customer satisfaction.
As needs be we can presume that there is a positive relationship between the service quality measurements and consumer loyalty. Subsequently any change in one of the measurements will emphatically contribute in improving the consumer loyalty. In addition the result confirmed that the alternative hypothesis “there is a significant and positive relationship among service quality and customer retention in Impelpro SCM solutions pvt Ltd” is accepted which leads to rejection of the null