The impact of customer satisfaction on word-of-mouth: conventional banks of Malaysia investigated
Purpose – The main purpose of this paper is to test the impact of customer satisfaction on word-of-mouth in the banking industry of Malaysia. Design/methodology/approach – A framework was developed based on the extensive review of literature, with two variables – customer satisfaction and word-of...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English English |
| Published: |
2013
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/35085/ http://irep.iium.edu.my/35085/1/final_program_schedule___hceims_2013.pdf http://irep.iium.edu.my/35085/2/Jan_et_al.-_Impact_of_Customer_Satisfaction_on_WOM-ok.pdf |