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Customer satisfaction as a mediator variable between service quality and customer loyalty for a bank in Indonesia

Bahri, Syamsul; Dalimunthe, Ritha Fatimah; Ginting, Paham; … - In: Expert journal of marketing 5 (2017) 2, pp. 44-52

This study aims to analyze the effect of service quality toward satisfaction and customer loyalty for PT. BNI (Persero … customer loyalty. The sampling technique in the study was based on cluster and convenience sampling with corresponding criteria … that service quality has a significant and positive effect toward satisfaction and customer loyalty for PT. BNI (Persero …

Persistent link: https://www.econbiz.de/10011764075

The journey of service quality to loyalty : a gender-based multigroup analysis in car-hailing service

Aslam, Wajeeha; Arif, Imtiaz; Farhat, Kashif - In: International journal of business environment : IJBE 15 (2024) 1, pp. 1-24

Persistent link: https://www.econbiz.de/10015060978

The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty

Umashankar, Nita; Ward, Morgan K.; Dahl, Darren W. - In: Journal of marketing 81 (2017) 6, pp. 79-98

Persistent link: https://www.econbiz.de/10011776897

Service innovation : building a sustainable competitive advantage in higher education

Boon Liat Cheng; Cham Tat Huei; Dent, Michael M.; … - In: International journal of services, economics and management 10 (2019) 4, pp. 289-309

Persistent link: https://www.econbiz.de/10012178948

Exploring the process of customer engagement, self-brand connections and loyalty

Naumann, Kay; Bowden, Jana - In: Problems and perspectives in management : PPM ; … 13 (2015) 1, pp. 56-66

Persistent link: https://www.econbiz.de/10010516997

Measurement and impact of customer experience in banking sector

Chahal, Hardeep; Dutta, Kamani - In: Decision 42 (2015) 1, pp. 57-70

Persistent link: https://www.econbiz.de/10010517230

Relative measures in service research

Aksoy, Lerzan; Hogreve, Jens; Lariviere, Bart; … - In: The journal of services marketing 29 (2015) 6/7, pp. 448-452

Persistent link: https://www.econbiz.de/10011418336

Antecedents of the client's trust in low- versus high-consequence decisions

Terres, Mellina da Silva; Santos, Christiane Pizzutti dos; … - In: The journal of services marketing 29 (2015) 1, pp. 26-37

Persistent link: https://www.econbiz.de/10010531133

Loyalty, quality and satisfaction in FMCG retail market does loyalty in retailing exist?

Nessim, Kattysamir; Thurn, Emmie; Gustafsson, David; … - In: Inventi impact: retailing & consumer services (2015) 1, pp. 1-8

Persistent link: https://www.econbiz.de/10011377364

Antecedents of mandatory customer participation in service encounters : an empirical study

Chen, Sandy C.; Raab, Carola; Tanford, Sarah - In: International journal of hospitality management 46 (2015), pp. 65-75

Persistent link: https://www.econbiz.de/10011301996