The effect of service quality on customer loyalty; test the mediating role of intellectual capital

Mohammad Omidvar¹ Hoshyar Fatahi²

1) Mohammad Omidvar
2) Hoshyar.fatahi

IOI Code : XYCG-AEZKD
Publication : international conference of Management Elites(icme.ir)
Abstract :
    This study aimed to investigate the effect of service quality on customer loyalty with the mediating role of intellectual capital research method was descriptive and correlational study, structural equation modeling. The study population included all male and female employees two non-profit institution of higher education located in the province of Golestan and Damad to 219 people. Using targeted random sampling of 196 people were selected as sample. Three questionnaires were used to collect data, quality of service, customer loyalty and intellectual capital was used. The data collected were analyzed using SPSS statistical software. Structural equation modeling results showed a direct Khasr quality of service (vary from 850) and customer loyalty (47/0) are positive and significant intellectual capital in 001/0 direct Bashd.asr quality of service (78/0) on customer loyalty 001/0 is a significantly positive level. Indirect effect of service quality on customer loyalty with the mediating role of intellectual capital (68/0) at 001/0 is a significantly positive

Keywords : quality of service customer loyalty intellectual capital employees