The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a custom...

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Hlavní autoři:	Ngo Vu Minh, Nguyen Huan Huu
Médium:	Artigo
Jazyk:	Inglês
Vydáno:	Tomas Bata University in Zlín 2016-06-01
Edice:	Journal of Competitiveness
Témata:	service quality customer satisfaction customer loyalty banking competitive and mediators
On-line přístup:	http://www.cjournal.cz/files/221.pdf
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