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...

Descripción completa

Detalles Bibliográficos

Autores principales:	Ngo Vu Minh, Nguyen Huan Huu
Formato:	Artigo
Lenguaje:	Inglês
Publicado:	Tomas Bata University in Zlín 2016-06-01
Colección:	Journal of Competitiveness
Materias:	service quality customer satisfaction customer loyalty banking competitive and mediators
Acceso en línea:	http://www.cjournal.cz/files/221.pdf
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!