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The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics

Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in enhancing customer loyalty in the banking sector. This study examines the moderators of the effect of customer experience, satisfaction and word-of-mouth intentions on customer loyalty. Data were collected fro...

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Principais autores: Wilbert Manyanga, Charles Makanyeza, Zororo Muranda
Format: Artigo
Sprog:Inglês
Udgivet: Taylor & Francis Group 2022-12-01
Serier:Cogent Business & Management
Fag:
banking
customer experience
customer loyalty
customer satisfaction
word of mouth intention
Online adgang:https://www.tandfonline.com/doi/10.1080/23311975.2022.2082015
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