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https://www.um.edu.mt/library/oar/handle/123456789/106660Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Caruana, Albert | - |
| dc.contributor.author | Pitt, Leyand F. | - |
| dc.contributor.author | Ramasashan, Balasubramanian | - |
| dc.date.accessioned | 2023-02-22T06:48:40Z | - |
| dc.date.available | 2023-02-22T06:48:40Z | - |
| dc.date.issued | 2000 | - |
| dc.identifier.citation | Caruana, A., Pitt, L.F., & Ramasashan, B. (2000). Satisfaction As A Mediator in The Link Between Service Quality And Service Loyalty. In H. Spotts, & H. Meadow, (Eds.), Proceedings of the 2000 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 132). Cham: Springer. | en_GB |
| dc.identifier.uri | https://www.um.edu.mt/library/oar/handle/123456789/106660 | - |
| dc.description.abstract | Service loyalty with its final effect on repurchasing by customers appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and service satisfaction. A mediational model that links service quality to loyalty via satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among one thousand retail banking customers. A response rate of 20.5% is obtained. Results indicate that satisfaction does play a mediating role in the effect of service quality on loyalty. The effect of a number of demographic indicators on service loyalty is also reported. Implications are discussed, limitations of the study are noted and possible areas for further research are indicated. | en_GB |
| dc.language.iso | en | en_GB |
| dc.publisher | Springer | en_GB |
| dc.rights | info:eu-repo/semantics/openAccess | en_GB |
| dc.subject | Social responsibility of business -- Case studies | en_GB |
| dc.subject | Consumer satisfaction -- Case studies | en_GB |
| dc.subject | Customer services -- Quality control | en_GB |
| dc.subject | Reputation | en_GB |
| dc.title | Satisfaction as a mediator in the link between service quality and service loyalty | en_GB |
| dc.title.alternative | Proceedings of the 2000 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science | en_GB |
| dc.type | conferenceObject | en_GB |
| dc.rights.holder | The copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder | en_GB |
| dc.bibliographicCitation.conferencename | Academy of Marketing Science | en_GB |
| dc.description.reviewed | peer-reviewed | en_GB |
| dc.identifier.doi | 10.1007/978-3-319-11885-7_32 (2015) | - |
| Appears in Collections: | Scholarly Works - FacMKSCC | |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Satisfaction_as_a_mediator_in_the_link_between_service_quality_and_service_loyalty.pdf | 157.77 kB | Adobe PDF | View/Open |
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