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What is Service Quality about?

This study examines the effect of service quality on customer satisfaction, loyalty, and happiness across five Asian countries. The researchers validate a service quality model across China, Hong Kong, Japan, South Korea, and Singapore. The findings show that overall service quality positively influences customer satisfaction, which leads to greater customer loyalty and happiness. Additionally, the relationships between constructs are generally valid across the five countries studied.

Author

verry k

Language

EN