The mediating role of customer satisfaction in the relationship between service quality and customer loyalty / Kamisah Ismail, Jamie Wan Chiou Tin and Jacinta Phooi M'ng Chan

• Hauptverfasser: Ismail, Kamisah (Verfasst von), Wan, Jamie Chiou Tin (Verfasst von), Phooi, Jacinta M'ng Chan (Verfasst von)
• Format: Buch
• Veröffentlicht: UiTM Press, 2021-12.
• Schlagworte: Article; PeerReviewed
• Online-Zugang: Link Metadata

The purpose of this paper is to examine the relationships between service quality, customer satisfaction and customer loyalty in the context of the life insurance business. The Theory of Planned Behaviour was used in constructing the framework which measured service quality. The questionnaire survey...