Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations

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Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations

Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of...

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Bibliographic Details
Main Authors:	Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose
Format:	Article
Language:	English
Published:	School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia 2016
Online Access:	http://journalarticle.ukm.my/10324/ http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf

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