• R.Indra
• Dr.C.Malleshwaran

The purpose of this article is to investigate theoretical framework for service quality, customer satisfaction and customer loyalty and develop conceptual framework for it. Even though service quality, customer satisfaction and customer loyalty has increasingly attracted the attention of researchers, the existing research in this area is focused on concept of service quality, customer satisfaction and customer loyalty. There is need to develop model which incorporate the relationship between service quality, customer satisfaction and customer loyalty. The present article act in response to this need by providing a conceptual framework for this purpose. The researcher created this article based on extensive literature. The proposed model shows the relationship between service quality, customer satisfaction and customer loyalty.

Service quality, Customer satisfaction, Customer loyalty.

"A CONCEPTUAL FRAMEWORK OF SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.348-356, June 2019, Available :http://www.jetir.org/papers/JETIR1906Z52.pdf

"A CONCEPTUAL FRAMEWORK OF SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp348-356, June 2019, Available at : http://www.jetir.org/papers/JETIR1906Z52.pdf