A Literature Review on the Relationship Between Service Quality and Customer Loyalty

Abstract

Customer loyalty is the most precious intangible assets of modern enterprise. High loyalty is not only the key of enterprise competition to win, but also the fundamental guarantee of enterprise's stability. In the era of service economy, improving the service quality has always been considered as one of the effective ways to improve customer loyalty. To a large extent, service quality can affect customer loyalty to the enterprise. The influence can be direct, and it can also be indirect. This paper aims to sum up a series of function mechanism between service quality and customer loyalty through the analysis of domestic and foreign literature, which will provide some ideas of building model in the future research.