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...

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Bibliographic Details
Main Authors:	Jan, Muhammad Tahir, Abdullah, Kalthom, Shafiq, Ali
Format:	Proceeding Paper
Language:	English English
Published:	2013
Subjects:	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
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

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