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

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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

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...

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Bibliographic Details
Main Authors:	Ismail, Kamisah, Wan, Jamie Chiou Tin, Phooi, Jacinta M’ng Chan
Format:	Article
Language:	English
Published:	UiTM Press 2021
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/30977/

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