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2012 (Vol. 4, Issue: 20)
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 

Key words:  Canonical correlation analysis, customer loyalty, service quality, software companies, , ,
Vol. 4 , (20): 4178-4186
Submitted Accepted Published
May 21, 2012 June 08, 2012 October 15, 2012
Abstract:

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.
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  Cite this Reference:
Seyedreza Seyed Javadin, Hessam Shafie and Behzad Adbollahi, 2012. Service Quality and Customer Loyalty in Software Companies of Iran: A Canonical Correlation Analysis.  Research Journal of Applied Sciences, Engineering and Technology, 4(20): 4178-4186.
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ISSN (Online):  2040-7467
ISSN (Print):   2040-7459
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