Analyzing structural relationships between service quality, disconfirmation, satisfaction and loyalty / Wei Mei Chin

• Main Author: Wei, Mei Chin
• Format: Article
• Language: English
• Published: Accounting Research Institute (ARI) 2010
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/10805/1/10805.pdf; https://ir.uitm.edu.my/id/eprint/10805/; https://apmaj.uitm.edu.my/index.php/archive

This research aims to analyze the relationships between service quality, disconfirmation, satisfaction, and loyalty. A structured methodology combined with both models in overall evaluation (e.g. Fornall et al.) and disconfirmation(e.g. Oliver et al.) were used in order to capture the perceptions o...