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Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/85956
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dc.contributor.authorCaruana, Albert-
dc.date.accessioned2021-12-22T09:21:15Z-
dc.date.available2021-12-22T09:21:15Z-
dc.date.issued1999-
dc.identifier.citationCaruana, A. (1999). The role of service quality and satisfaction on customer loyalty. American Marketing Association. Conference Proceedings, 10, 139-145.en_GB
dc.identifier.urihttps://www.um.edu.mt/library/oar/handle/123456789/85956-
dc.description.abstractThe constructs of service quality, satisfaction and loyalty are considered. A research model is developed and tested among retail bank customers. Results confirm that service quality has an effect on both transaction and overall satisfaction and the latter, in turn, has an important effect on customer service loyalty.en_GB
dc.language.isoenen_GB
dc.publisherAmerican Marketing Associationen_GB
dc.rightsinfo:eu-repo/semantics/restrictedAccessen_GB
dc.subjectEmployees -- Rating ofen_GB
dc.subjectConsumer satisfaction -- Case studiesen_GB
dc.subjectCustomer loyalty -- Case studiesen_GB
dc.titleThe role of service quality and satisfaction on customer loyaltyen_GB
dc.typearticleen_GB
dc.rights.holderThe 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 holderen_GB
dc.description.reviewedpeer-revieweden_GB
dc.publication.titleAmerican Marketing Association. Conference Proceedingsen_GB
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