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309247

The Impact of Service Quality in Achieving Customer Loyalty in Oman Investment and Finance Company Ltd. Saog in Buraimi Governorate, Sultanate of Oman

Article

Last updated: 29 Dec 2024

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Abstract

This study aimed to identify the impact of Service Quality provided on customer loyalty in Oman Investment and Finance Company in Buraimi Governorate. To achieve this objective; the researcher used the dimensions of service quality represented in: (i.e. response, confirmation, reliability, tangibility, and sympathy), and the dimensions of customer loyalty represented in: (i.e. word of mouth, price, consumer attitude, and complaints). The study adopted the analytical descriptive approach, and the questionnaire as a study tool. The study sample consisted of (390) customers of Oman Investment and Finance Company (OIFC). The study concluded that the Service Quality provided by OIFC was high from the customers'' perspectives. The study also showed that the level of loyalty to OIFC was moderate from the customers'' perspectives. The study results also showed a strong positive correlation of high degree for the dimensions of service quality over the customers'' loyalty at OIFC in Al-Buraimi Governorate. The study recommended that the company has to give the proper care and invest in developing its services to support the dimensions of (response, reliability, tangibility, Assurance, and sympathy), as they are the most important dimension for the customers' and remarkably affect their loyalty.

DOI

10.21608/ijahr.2023.218920.1015

Keywords

Service quality, Customer loyalty, Sultanate of Oman

Authors

First Name

Fawaghi

Last Name

Al-Humaniyah

MiddleName

bint Abdullah

Affiliation

Customer Services Analysts Oman Water and Wastewater Services Company (Nama) , Sultanate of Oman

Email

fawaghi2023@gmail.com

City

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Orcid

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Volume

3

Article Issue

2

Related Issue

42443

Issue Date

2023-12-01

Receive Date

2023-06-20

Publish Date

2023-12-01

Page Start

41

Page End

64

Online ISSN

2812-5940

Link

https://ijahr.journals.ekb.eg/article_309247.html

Detail API

https://ijahr.journals.ekb.eg/service?article_code=309247

Order

309,247

Type

Original Article

Type Code

2,413

Publication Type

Journal

Publication Title

International Journal of Advanced Humanities Research

Publication Link

https://ijahr.journals.ekb.eg/

MainTitle

The Impact of Service Quality in Achieving Customer Loyalty in Oman Investment and Finance Company Ltd. Saog in Buraimi Governorate, Sultanate of Oman

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Type

Article

Created At

29 Dec 2024