Browsing by Author "Rathnayake, K.U.P."
Now showing 1 - 1 of 1
Results Per Page
Sort Options
Item Service Quality and Customer Loyalty (A case on Mobile Telecommunication Sector in Colombo District)(Uva Wellassa University of Sri Lanka, 2012) Rathnayake, K.U.P.; Kulathunga, K.M.M.C.B.En today's dynamic business environment, obtaining the customer loyalty has become a business asset and a competitive edge for various companies. It is believed that service quality as a key lever to create customer loyalty (Oliveira, 2003). In order to get that one of the major tool they use is Service Quality. This has become a common practice in Mobile Telecommunication Sector as well. In the light of considering the literature, it was identified that the significance of the relationship between Service Quality and Customer Loyalty differ industry to industry and also the best predictor of Customer Loyalty differ contextually even in the same industry. In addition to that, it was revealed that that there were no previous studies that have done regarding Mobile Telecommunication Sector on Service Quality and Customer Loyalty. The objectives of this study were to identify the existing situation of Service Quality and Customer Loyalty, to identify the relationship between Service Quality and Customer Loyalty and to identify the dimension of Service Quality that is the best predictor of Customer Loyalty in Mobile Telecommunication Sector in Colombo District.