Relationship between service quality and customer’s loyalty of construction materials company

Abstract

The objectives of this study were to examine the royalty of customers categorized according to population properties and to investigate the relationship between service quality and royalty of customers. The data were collected from 288 existing customers through the application of questionnaires. The statistics applied for the data analysis comprise Percentage, Mean, Frequency, Minimum, Maximum, Standard deviation, Independent Samples t-test, One-way ANOVA and Scheffe’s Method between 0.01 to 0.05 level of significance. The study demonstrated that the differences in gender and education had influences on the royalty of customers at 0.05 level of significance, while there is no significant differences in age, job and monthly income. Overall, it was found that the service quality had a positive relationship with the royalty of customers at 0.01 level of significance.