The study sought to examine service quality in Ben City Limited and its relationship with customer satisfaction and customer loyalty. Specifically, it sought to establish the relationship between service quality and customer loyalty, evaluate the relationship between service quality and customer satisfaction and ascertain the relationship between customer satisfaction and customer loyalty in Ben City Limited. Both primary and secondary data were collected from a sample of 92 respondents drawn from a population of 119, who were selected by use of stratified and simple random sampling techniques.

The research results showed that there was a strong positive correlation between service quality and customer loyalty (0.803), service quality had a strong positive correlation (0.815) with customer satisfaction and there was a strong positive correlation between customer satisfaction and customer loyalty (0.923). This implies that customer satisfaction and customer loyalty have a stronger correlation (0.923) in Ben City Limited than service quality and customer loyalty (0.803). The Adjusted R squares of 0.638, 0.659 and 0.850 for service quality and customer loyalty, service quality and customer satisfaction and customer satisfaction and customer loyalty respectively imply that there exists a very significant positive relationship between service quality and customer loyalty, service quality and customer satisfaction and customer satisfaction and customer loyalty in Ben City Limited. The study recommends that Ben City Limited should train its employees, purchases modern technology and improve communication with its clients in order to maintain customer satisfaction.