Impact Of Service Quality On Customer Loyalty With Reference To Bharat Gas Agencies In

Abstract

Across the world, (Liquefied Petroleum Gases) LPG industry is constantly facing strong competition and constantly facing challenges from the market. To face the heavy competition and survive in the market the quality of services is only way. Service quality has become a crucial factor for any successful business. The efficient service delivering is to be systemized for maintaining customer allegiance. Particularly for LPG gas delivery service provider’s victory and long term survival greatly depends on quality of services. The mantra for retaining the customers is by making them loyal by providing outstanding service quality such that their expectation is over ruled by the performance. Hence this research paper is aimed to analyze the service quality and its influence on customer loyalty with special reference to Bharat gas agencies in Tirupattur District, Tamil Nadu. A survey has been conducted among 200 customers of Bharat gas agencies in Tirupattur District. A convenience sampling technique was employed to collect the required data. The researchers used statistical tools such as reliability test, percentage analysis and multiple regression analysis to analyze the collected data. The research revealed that there is a strong impact of each service quality dimensions on customer loyalty.