The Impact of Service Quality, Csustomer Satisfaction, Trust, and Loyalty in Government Service Offices: A Study of Eastern Gilan Province

Abstract

This research aimed to analyze the relationships between service quality, customer satisfaction, trust, and customer loyalty in government service offices within the East of Gilan Province. A questionnaire was used to collect data from 384 participants, and the validity and reliability of the data collection tool were confirmed through expert evaluations and Cronbach’s alpha coefficients. The study utilized descriptive statistics and hypothesis testing to assess these relationships, revealing significant positive correlations between service quality, customer satisfaction, trust, and customer loyalty. Customer satisfaction was found to be the most influential factor on loyalty, followed by trust and service quality. Based on these findings, the study recommends focusing on improving service quality and customer satisfaction to enhance loyalty. Additionally, efforts to build and maintain customer trust should be prioritized as it plays a crucial role in ensuring long-term loyalty.