Loyalty, Quality of Service, Customer Satisfaction and Perceived Customer Value: A Critical Reading of the Literature

In increasingly competitive markets, retaining current customers and gaining new ones is the main goal of companies. Companies choose different ways to get customers and profits. One strategy that companies should adopt is loyalty. The importance of service quality in service industries is inevitable and the relationships between service quality, customer satisfaction and customer loyalty have been studied by many researchers. The main objective of this review article is to review some selective studies that have been conducted by academics on the relationship between service quality, customer satisfaction and customer loyalty in different service industries in different countries. The conclusions of this scientific review article indicate information about each study reviewed and what can be found there and how can help. It is worth mentioning that this article will be beneficial for academics and individuals who wish to start research on this era of research which is a considerable relationship between quality of service, customer satisfaction and customer loyalty.