The Impact of Service Quality on Customer Loyalty in the Digital Age

Abstract

In the digital era, where technological advancements and online platforms dominate business operations, service quality has become a key determinant of customer loyalty. The ability of firms to deliver seamless, reliable, and customer-centric services directly influences customer satisfaction, trust, and retention. This paper examines the impact of service quality on customer loyalty, emphasizing insights derived from established research in the field. Drawing from five Scopus-indexed studies, the analysis highlights dimensions such as responsiveness, reliability, personalization, and digital trust. The research methodology adopts a secondary data analysis approach, synthesizing findings from prior studies and applying conceptual frameworks to illustrate the link between service quality and loyalty. The paper concludes that businesses must adapt service quality strategies to digital customer expectations to enhance retention and competitive advantage.