The Impact of Customer Satisfaction on Word-of-Mouth: Conventional Banks of Malaysia Investigated

• Main Authors: Jan, Muhammad Tahir, Abdullah, Kalthom, Shafiq, Ali
• Format: Article
• Language: English
• Published: Institute of Information System & Research Center 2013
• Subjects: H61.8 Communication of information; HF5001 Business. Business Administration; HF5410 Marketing. Distribution of products
• Online Access: http://irep.iium.edu.my/33068/1/2013-_Impact_of_customer_satisfaction_on_WOM_-_Jan_et_al._-_IJTBM%5B1%5D.pdf; http://irep.iium.edu.my/33068/; http://www.ijitcs.com/editorial_ijitcs.php

Purpose – The main purpose of this paper is to test the impact of customer satisfaction on word-of-mouth in the banking industry of Malaysia. Design/methodology/approach – A framework was developed based on the extensive review of literature, with two variables – customer satisfaction and word-of-m...