Abstract

JIMENEZ FLORES, Víctor Juan; JIMENEZ FLORES, Oscar Juan; JIMENEZ CASTILLA, Juan Ubaldo  and  JIMENEZ FLORES, Juan Carlos. Improving customer loyalty in multinational companies: the role of perceived value and service quality. Revista InveCom [online]. 2025, vol.5, n.4, e504056.  Epub June 20, 2025. ISSN 2739-0063.  https://doi.org/10.5281/zenodo.14827892.

This study analyzes how perceived value and service quality impact customer loyalty, aligning with SDG 8, which promotes sustained economic growth and decent work. A quantitative, non-experimental, cross-sectional study was conducted with a sample of 285 customers from a multinational company in the textile sector. The results show that both perceived value and service quality significantly influence loyalty, explaining a considerable portion of its variability. It is concluded that optimizing these aspects enhances customer loyalty, which benefits the customer-company relationship, thus improving their overall performance.

Keywords : service quality; customer loyalty; perceived value.

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