The impact of customer satisfaction on word-of-mouth: conventional banks of Malaysia investigated

• Main Authors: Jan, Muhammad Tahir, Abdullah, Kalthom, Shafiq, Ali
• Format: Conference or Workshop Item
• Language: English; English
• Published: 2013
• Subjects: HF Commerce; HF5001 Business. Business Administration; HF5410 Marketing. Distribution of products
• Online Access: http://irep.iium.edu.my/35085/1/final_program_schedule___hceims_2013.pdf; http://irep.iium.edu.my/35085/2/Jan_et_al.-_Impact_of_Customer_Satisfaction_on_WOM-ok.pdf; http://irep.iium.edu.my/35085/

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...