Improving customer loyalty in multinational companies: the role of perceived value and service quality
DOI:
https://doi.org/10.5281/zenodo.14827892Keywords:
service quality, customer loyalty, perceived valueAbstract
This study analyzes how perceived value and service quality impact customer loyalty, aligning with SDG 8, which promotes sustained economic growth and decent work. A quantitative, non-experimental, cross-sectional study was conducted with a sample of 285 customers from a multinational company in the textile sector. The results show that both perceived value and service quality significantly influence loyalty, explaining a considerable portion of its variability. It is concluded that optimizing these aspects enhances customer loyalty, which benefits the customer-company relationship, thus improving their overall performance.
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