Value, satisfaction, loyalty and retention in professional services

Published on Jul 31, 2009in Marketing Intelligence & Planning3.491
· DOI :10.1108/02634500910977854
Rene Trasorras1
Estimated H-index: 1
Art Weinstein16
Estimated H-index: 16
(NSU: Nova Southeastern University),
Russell Abratt44
Estimated H-index: 44
(NSU: Nova Southeastern University)
Purpose – The purpose of this paper is to assess customers' perceived value of professional services and how this influences satisfaction, loyalty and ultimately retention.Design/methodology/approach – A survey is conducted among professional service providers in the Tampa Bay, Florida (USA) Metropolitan Statistical Area, which includes attorneys, financial professionals, physicians, dentists and private investigators.Findings – There is a highly significant relationship between service and customer retention, quality and customer retention, image and customer retention, price and customer retention, and value and customer retention. There is a significant relationship between value and satisfaction on customer retention; between value and loyalty's effect on customer retention; and among value, satisfaction and loyalty on customer retention.Research limitations/implications – Statistically, the findings cannot be generalized beyond the scope of this study and the Tampa area. However, this can be tested i...
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