Impact of laptop dealer firm’s service quality on customers’ loyalty in Jordan

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This study aims to investigate how various aspects of service quality in laptop dealer companies affect customers’ loyalty in Jordan. Data were collected from 341 Jordanian clients of dealer firms selling laptops in Jordan (HP, LG, Toshiba, Apple, Samsung, Sony, and Dell). Collected data were then analyzed; the hypotheses were assessed with the help of SPSS and structural equation modeling. The findings showed that customers’ loyalty is significantly impacted by reliability, accessibility to service, and safety. Furthermore, the value of beta represents relative importance. The dimension of safety showed the highest level in size of the impact on customers’ loyalty, and its value was 0.446 of the total impact. Next, the access to service dimension was the second factor in the impact size (0.239), and the reliability dimension demonstrated the smallest impact size with 0.146. Additionally, the findings revealed that reliability, access to service, and safety explain 52% of the variance in customers’ loyalty to purchase a laptop in Jordan. As a result, the study recommends that Jordanian laptop dealer firms consider all three service quality characteristics, particularly safety, to maintain the loyalty of their customers.

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    • Figure 1. Research model
    • Figure 2. Confirmatory factor analysis
    • Figure 3. Structural equation modeling
    • Table 1. Sample analysis
    • Table 2. Respondents’ profile
    • Table 3. Frequency and descriptive statistics
    • Table 4. Validity and reliability of constructs
    • Table 5. Discriminant validity
    • Table 6. Item-wise impact on variables
    • Table 7. Hypotheses testing
    • Conceptualization
      Al-Harith M. Abu Hussien, Rashad Al Saed, Ahmad A. I. Shajrawi, Ahmad Albloush, Hussam Ali
    • Data curation
      Al-Harith M. Abu Hussien, Rashad Al Saed, Ahmad A. I. Shajrawi, Ahmad Albloush
    • Funding acquisition
      Al-Harith M. Abu Hussien, Rashad Al Saed, Ahmad A. I. Shajrawi, Ahmad Albloush, Hussam Ali
    • Project administration
      Al-Harith M. Abu Hussien, Rashad Al Saed, Ahmad Albloush
    • Writing – review & editing
      Al-Harith M. Abu Hussien, Rashad Al Saed, Ahmad Albloush