| Abstract [eng] |
Service quality is crucial for companies nowadays as online reviews grow in importance and reach. Meeting customer expectations in service quality builds loyalty and retention, boosting business growth and competitive strength. Poor service quality, however, can lead to customer loss and a damaged reputation. Therefore, the problem to be explored is how service quality affects consumer loyalty, and whether this link can be strengthened through mediators, such as satisfaction and customer perceptions of AI, the latter still under-researched. The purpose is to present the research on how service quality affects loyalty, with satisfaction and AI perceptions as mediators. The main points are: a service quality is multidimensional, and each aspect influences customer perceptions differently. Research into loyalty reveals key features and strategies for building and maintaining it. Lastly, the link between quality and loyalty is well established, but can be strengthened with satisfaction and new concepts, including customer perceptions of AI. |
