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What is Service Quality about?

1. A survey of 1190 bank customers examined the effects of service quality and customer satisfaction on customer loyalty. 2. The results showed that service quality had a direct effect on customer satisfaction, while customer satisfaction had a direct effect on customer loyalty. 3. Service quality was found to have only an indirect effect on customer loyalty through its impact on customer satisfaction. Improving customer satisfaction can directly increase customer loyalty to a bank

Author

Steve Gannaban

Language

EN