The Impact of Service Quality on Customer Retention at Costco, UK

This dissertation investigates the influence of service quality on customer retention, using Costco UK as a case study. It explores the concept of service quality and customer retention, analyzes the ways in which high service quality can retain customers, and determines the significance of effective service quality for Costco's business. The research addresses the problem of retaining customers through service quality, the benefits of high-quality services, and the importance of customer satisfaction. The literature review covers various dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and examines customer retention strategies. The study aims to understand the relationship between service quality and customer retention, providing insights into how businesses can improve their service quality to enhance customer loyalty and achieve long-term success.