Empirical study on service quality, relationship quality and customer loyalty

A conceptual model consisting of service quality (including three dimensionalities: interaction quality., physical environment quality and outcome quality), relationship quality (including three dimensionalities: customer satisfaction, trust and commitment) and customer loyalty is advanced in this paper. Using structural equation modeling (SEM), the integrated model is tested based on 205 effective questionnaires which are collected from sports gymnasium customers in Hangzhou. The results of this study are following: Firstly, service interaction quality has a significant positive and direct impact oil customer trust, commitment and has a significant positive but indirect impact on customer loyalty; Secondly, service physical environment quality has a significant positive and direct impact on customer satisfaction and has a significant positive but indirect impact on customer loyalty; Thirdly, service outcome quality has a significant positive and direct impact oil customer satisfaction, trust, commitment and has a significant positive but indirect impact oil customer loyalty; Lastly, satisfaction, trust and commitment have a significant positive and direct impact on customer loyalty.