Mediating effect of customer satisfaction on service quality and customer loyalty: A study of Goan personal grooming industry

dc.contributor.author	Pacheco, Z.
dc.contributor.author	Reddy, Y.V.
dc.date.accessioned	2016-04-07T10:09:35Z
dc.date.available	2016-04-07T10:09:35Z
dc.date.issued	2015
dc.identifier.citation	Rajagiri Management Journal. 9(2); 2015; 23-42.	en_US
dc.identifier.uri	http://irgu.unigoa.ac.in/drs/handle/unigoa/4328
dc.description.abstract	Satisfying a customer is the ultimate goal of any B2C organization. An attempt has been made to study the relationship between service quality and customer satisfaction and also to find out whether customers are loyal to firms in the personal grooming sector. A high degree of correlation was seen between customer satisfaction and customer loyalty which indicates that customer satisfaction was the key for repurchase of services. It was also found that responsiveness from the employees was the main attribute of service quality. Further, the approach by Baron and Kenny (1986) was used to find the extent of mediation of customer satisfaction between service quality and customer loyalty in this industry.	en_US
dc.publisher	Rajagiri Centre for Business Studies, Kochi, Kerala	en_US
dc.subject	Commerce	en_US
dc.title	Mediating effect of customer satisfaction on service quality and customer loyalty: A study of Goan personal grooming industry	en_US
dc.type	Journal article	en_US