The Antecedents of Customers Loyalty As An Embedded Model
The aim of this paper is to extend Gronroos service quality model along with customer’s perceived value, satisfaction and loyalty. This paper reviewed the secondary sources to gain the associated information in order to develop an embedded conceptual framework. This study suggests that high service quality along with customer’s perceived value and satisfaction has a positive impact on creating customers loyalty. Therefore, this paper will help the service providers for better understanding their provided services and draw specific guidelines to meet their customer’s expectations. In addition, guide industry players to maintain existing and potential customers.