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Is it feasible to use Service Quality, Trust, and Commitment Management to determine customers’ loyalty?

Lih-jier Young, Chiu Chin-Hsin

Abstract


Nowaday, there are an increasing coffee shops and customers keening on the specialty coffee. This review of the literature discusses specialty coffee shop customer loyalty relative to service quality (SQ), trust, and commitment, as evidenced when customers frequent the same coffee shop. The aims of this study were to develop an analysis of what motivates customers to maintain customer loyalty. The participant's data sample questionnaire provided data for statistics analysis, which resulted in notable, positive main effects. It allows for suggestions to be made for coffee shop managers to consider; to encourage continuous customer loyalty through service quality, customer trust building, committed resources, and customer relationship variables that will enhance the impact of this research in theoretical and managerial perspectives.


Keywords


coffee shop; commitment; customer relationship; loyalty; service quality; trust

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References


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