Managing service quality, customer's satisfaction and loyalty: The case of RHB Bank Jalan Padungan Branch / Augustine Iman Bandang and Lekny Eni Minier

• Main Authors: Bandang, Augustine Iman, Minier, Lekny Eni
• 格式: Thesis
• 語言: English
• 出版: 2017
• 主題: Consumer satisfaction; Banking
• 在線閱讀: http://ir.uitm.edu.my/id/eprint/37008/1/37008.pdf; http://ir.uitm.edu.my/id/eprint/37008/

Service quality is one of the key determinant in customer’s satisfaction and loyalty in banking industry. As such, the basis of the research was to explore the level of service quality, customer’s satisfaction and loyalty; that determine the importance of each service quality elements in rank order...