The Impact of Customer Satisfaction on Word-of-Mouth: Conventional Banks of Malaysia Investigated

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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-m...

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Bibliographic Details
Main Authors:	Jan, Muhammad Tahir, Abdullah, Kalthom, Shafiq, Ali
Format:	Article
Language:	English
Published:	Institute of Information System & Research Center 2013
Subjects:	H61.8 Communication of information HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
Online Access:	http://irep.iium.edu.my/33068/ http://irep.iium.edu.my/33068/1/2013-_Impact_of_customer_satisfaction_on_WOM_-_Jan_et_al._-_IJTBM%5B1%5D.pdf

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