Service Quality, Customer Satisfaction And Customer Loyalty: A Comprehensive Literature Review

Abstract

Purpose: The paper demonstrates the relationship between service quality dimension with consumer loyalty
and satisfaction.
Methodology: The study employed a qualitative methodology, and the authors analyzed the content of 19
national and international publications as part of a systematic evaluation of the literature. The systematic review
is the most effective and efficient way to find and assess reputable international journals. A systematic review,
also known as a meta-analysis, is a technique used in science to examine previously conducted research papers
that have been decided based on criteria to add to the body of knowledge in a certain area of study.
Practical implications: Managers at financial institutions may use the findings to better serve their clients and
maintain their happiness, quality, and value throughout their dealings with the institution. By delivering
excellent service, a company builds trust, satisfaction, loyalty, and enhances the overall customer experience.
Investing in service quality not only strengthens the current relationship but also paves the way for long-term
customer loyalty and success
Originality/value: The implications of company image and reputation on customer loyalty are examined, with
these concepts being operationalized of service quality.