Please use this identifier to cite or link to this item:
https://www.um.edu.mt/library/oar/handle/123456789/85956| Title: | The role of service quality and satisfaction on customer loyalty |
| Authors: | Caruana, Albert |
| Keywords: | Employees -- Rating of Consumer satisfaction -- Case studies Customer loyalty -- Case studies |
| Issue Date: | 1999 |
| Publisher: | American Marketing Association |
| Citation: | Caruana, A. (1999). The role of service quality and satisfaction on customer loyalty. American Marketing Association. Conference Proceedings, 10, 139-145. |
| Abstract: | The constructs of service quality, satisfaction and loyalty are considered. A research model is developed and tested among retail bank customers. Results confirm that service quality has an effect on both transaction and overall satisfaction and the latter, in turn, has an important effect on customer service loyalty. |
| URI: | https://www.um.edu.mt/library/oar/handle/123456789/85956 |
| Appears in Collections: | Scholarly Works - FacMKSCC |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| The_role_of_service_quality_and_satisfaction_on_customer_loyalty.pdf Restricted Access | 1.16 MB | Adobe PDF | View/Open Request a copy |
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