How Service Quality Influences on Customer Satisfaction and Brand Loyalty: In Case of Mongolian Telecommunication Sector
Research purpose attempts to investigate the relationship between service quality, consumer satisfaction and brand loyalty in the Mongolian telecommunication sector.312 Survey responders from social network were selected to answer to a questionnaire. The research declared that service quality significantly affects both brand loyalty and customer satisfaction. Result demonstrates that organizations which want to sustain competition need to recognize what their clients need and satisfy them. Customer satisfaction highly influenced to brand loyalty. Therefore, managers need to measure Service quality by customer satisfaction in order to enhance brand loyalty.
Keywords - Customer satisfaction, Telecommunication, Service quality model, Brand loyalty