Managers’ perspectives of service quality and customer loyalty in small clothing retail businesses

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dc.contributor.author Eresia-Eke, Chukuakadibia E.
dc.contributor.author Nyamweda, N.G. (Nokuthula)
dc.contributor.author Chikoore, T.L.
dc.date.accessioned 2020-01-27T05:31:20Z
dc.date.available 2020-01-27T05:31:20Z
dc.date.issued 2019
dc.description.abstract In a highly competitive service environment, the quality of service offered by businesses can mean the difference between success and failure. In this regard, the role of customer loyalty cannot be disregarded. The constructs of service quality and customer loyalty are however intangible and complex and therefore difficult to come to grips with. This is more so, because their precursors can be subject to context-specific nuances. This fuels the impetus of the study to investigate the determinants of service quality and the basis for assessment of customer loyalty in small clothing retail businesses. Most studies tend to explore the concepts from the customer’s perspectives; however, this study focuses on the managers’ perspectives. The study utilised a descriptive qualitative research design and respondents were selected using a homogenous purposive non-probability sampling technique. Eleven semi-structured interviews were conducted with owners or managers of small clothing retail stores. Findings indicate that price, race and personalised service are critical determinants of service quality. On the other hand, credible inference of the existence of customer loyalty may be made on the premise of enhanced business image, improved communications, increased trust and repeat patronage. While repeat patronage is arguably the best indicator of customer loyalty, the other issues provide reasonable grounds to make a reliable inference of the state of customer loyalty to the business. It is imperative for managers of small clothing retail businesses to strive to position their businesses favourably in the minds of the customers, cultivate a business culture that enables more effective communication while concurrently building trust with customers. en_ZA
dc.description.department Business Management en_ZA
dc.description.librarian am2020 en_ZA
dc.description.uri http://www.journals.co.za/content/journal/jcman en_ZA
dc.identifier.citation Eresia-Eke, C.E., Nyamweda, N.G. & Chikoore, T.L. 2019, 'Managers’ perspectives of service quality and customer loyalty in small clothing retail businesses', Journal of Contemporary Management, vol. 16, no. 2, pp. 282-299. en_ZA
dc.identifier.issn 1815-7440
dc.identifier.other 10.35683/jcm19029.36
dc.identifier.uri http://hdl.handle.net/2263/72917
dc.language.iso en en_ZA
dc.publisher Prof. Ansie Lessing en_ZA
dc.rights Prof. Ansie Lessing en_ZA
dc.subject Customers en_ZA
dc.subject Trusts en_ZA
dc.subject Business en_ZA
dc.subject Loyalty en_ZA
dc.subject Retail businesses en_ZA
dc.subject Service quality en_ZA
dc.subject Customer loyalty en_ZA
dc.subject Clothing en_ZA
dc.title Managers’ perspectives of service quality and customer loyalty in small clothing retail businesses en_ZA
dc.type Article en_ZA


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