Customer Loyalty: Moderation Effect of Age and Service Quality

Customer Loyalty: Moderation Effect of Age and Service Quality

1Mr. J. Raj Aswin , 2Dr. M. Iswarya

1Assistant Professor, Department of Management Sciences, Hindustan College of Engineering

and Technology, Coimbatore, Tamil Nadu, India

2Student II MBA, Department of Management Sciences, Hindustan College of Engineering

 and Technology, Coimbatore, Tamil Nadu, India.

Abstract - This study investigates the impact of service quality on customer loyalty towards Bharat Petroleum. As the petroleum industry is highly competitive, retaining customers is crucial, and service quality plays a vital role in achieving this. The research focuses on evaluating customer perceptions of service reliability, responsiveness, assurance, empathy, and tangibles at Bharat Petroleum outlets. Data was collected through structured questionnaires and analyzed using statistical tools to determine the relationship between service quality dimensions and customer loyalty. The findings reveal that improved service quality significantly enhances customer satisfaction and loyalty, suggesting that consistent service delivery is essential for sustaining a competitive edge in the fuel retail market.

Key Words: Service Quality, Customer Loyalty, Bharath Petroleum, Customer Satisfaction , Fuel Retailing.