Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector

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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...

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Bibliographic Details
Main Authors:	Annamalah, Sanmugam, Munusamy, Jayaraman, Chelliah, Shankar, Sulaiman, Mohamed, Pandian, Sivamurugan
Format:	Article
Language:	English
Published:	IDOSI Publication 2011
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/12343/ http://irep.iium.edu.my/12343/1/M._Sulaiman_3.pdf

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