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IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY WITH SPECIAL REFERENCE TO PVR KOCHI
Vignesh Karthik S.A.

Published in: International Journal of Current Engineering And Scientific Research ( IJCESR)
Volume- 4, Issue-10, pp.65-68, Oct 2017
DPI :-> 16.10046.IJCESR.2017.V4I10.6568.2055



Abstract
The objective of this paper is to identify the impact of service quality on Customer loyalty in Multiplex Film Industry. PVR has been selected randomly from among five multiplex functioning in Kochi city. Service quality has been considered as independent variable whereas customer loyalty was considered as dependent variable. Chi-Square Test was used to determine the causal relationship between both the independent & dependent variables. Results depicted that the service quality has significant and positive impact on customer loyalty. The study suggests that the service providers should reduce the ticket price since the ticket price seems to be high. Besides, the number of advertisement at the time of interval should be reduced and necessary steps should be taken to reduce the cost of food and beverages.

Key-Words / Index Term
Service Quality, Customer Loyalty, PVR, Multiplex, Impact Analysis

How to cite this article
Vignesh Karthik S.A. , “IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY WITH SPECIAL REFERENCE TO PVR KOCHI”, International Journal of Current Engineering And Scientific Research ( IJCESR), 4, Issue-10, pp.65-68, Oct 2017. DPI:16.10046.IJCESR.V4.I10.2055