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Abstract
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Article Information:
Service Quality and Customer Loyalty in Software Companies of Iran: A Canonical Correlation Analysis
Seyedreza Seyed Javadin, Hessam Shafie and Behzad Adbollahi
Corresponding Author: Seyedreza Seyed Javadin
Submitted: May 21, 2012
Accepted: June 08, 2012
Published: October 15, 2012 |
Abstract:
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This study was an attempt to investigate the relationship between service quality and customer
loyalty in the software companies in Iran by using CCA. For this investigation, first available literature as
well as relationships between service quality and customer loyalty were reviewed. Then data was gathered
from the customers of six large software companies in Iran, subsequently, analyzed output by utilizing
CCA. The research method used for this article was descriptive-correlation. According to research findings,
the service quality is strongly related to the customer loyalty and all dimensions in both sets have a high
canonical cross loading in creating a canonical variable in their dimensions. In fact, this study tries to
increase the insight of managers about the effects of service quality on customer loyalty in order to improve
their performance.
Key words: Canonical correlation analysis, customer loyalty, service quality, software companies, , ,
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Cite this Reference:
Seyedreza Seyed Javadin, Hessam Shafie and Behzad Adbollahi, . Service Quality and Customer Loyalty in Software Companies of Iran: A Canonical Correlation Analysis. Research Journal of Applied Sciences, Engineering and Technology, (20): 4178-4186.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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