ABSTRACT

          This research is used to explore the impact of perceived service quality on customer satisfaction and brand loyalty. The main objective of this study was to identify the service quality offerings of Honeywell Flour Mills Nig. Plc and Lister Flour Mills Ltd to their customers, to ascertain the level of customer’s satisfaction and to determine the relationship between customer service and brand loyalty. Questionnaires were used in collating respondent’s opinion. The findings of the study based on the outcome using simple descriptive percentage and Pearson moment correlation method which interpreted the trends in the companies in terms of product quality, customer’s satisfaction, brand loyalty and perceived service indicate that positive significant relationship exist between perceived service quality, customer satisfaction and brand loyalty. Customers are the most important components that make up a business without satisfying them, there will be no loyalty. Hence, some recommendations were suggested, one of which is that management must consider product quality and service quality as the foundation to build up consumer satisfaction and loyalty.