Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector
This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling tech...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
IDOSI Publication
2011
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/12343/ http://irep.iium.edu.my/12343/ http://irep.iium.edu.my/12343/1/M._Sulaiman_3.pdf |