Ileyas Rizvi

Service quality and consumer advocacy

• Authors Details :  
• Ileyas Rizvi

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Several pieces of research have proved that the relational effects and outcomes of service quality have a positive and significant impact on consumer satisfaction, consumer retention, consumer loyalty and consumer advocacy. The present research analysed the impact of seven relational outcome constructs on the consumer satisfaction and found that Consumer education, Physical evidence, Emotional intelligence, Social competence and Product policy, have significant and direct impact on overall consumer satisfaction The other relational outcome constructs, personalized relationship between individual customer and service employee, consumer retention and consumer loyalty have important direct effect on overall consumer satisfaction, and these three outcomes also have a direct effect on consumer advocacy. Hence, it was concluded that service quality, consumer satisfaction and consumer loyalty are positively correlated and have a significant and positive impact on consumer advocacy. The research was conducted on 300 consumers of the insurance industry.

Article Subject Details

• Management Research
• Marketing

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