Can I read Service Quality Impact on Banking Loyalty on EtoBox?

Service Quality Impact on Banking Loyalty by Karina Amalia Herwindhani is a document available to read on EtoBox.

What is Service Quality Impact on Banking Loyalty about?

This document summarizes a research study on the relationship between perceived service quality and customer loyalty in retail banking in Kenya. The study examined how the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) affect customer loyalty. Surveys were collected from 384 bank customers. The results indicated that all five dimensions of service quality had a positive and significant influence on customer loyalty. This reinforces the need for banks to

Author

Karina Amalia Herwindhani

Language

EN