Jua kali enterprise customer loyalty and tangible of a service: empirical evidence from Nakuru County, Kenya

Abstract

The study examined the relationship between tangible of a service offered by jua kali enterprises and customer loyalty in Nakuru County, Kenya. The research design was a survey. A selection 160 respondents was selected randomly. Questionnaires were used to collect primary data. The main findings of this study indicated that, tangible of a service had a significant relationship with customer loyalty. In addition customers of jua kali enterprises considered tangible of a service as an important dimension of that indicated quality to them. Thus the study concludes that jua kali enterprises should keep in mind tangible of a service for them to gain more profits as a result of customer’s repeat purchases on a daily basis