The mediating role of customer satisfaction in the relationship between service quality and customer loyalty

• Main Authors: Ismail, Kamisah, Tin, J.W.C., Chan, J.P.M.
• Format: Article
• Published: Universiti Teknologi Mara 2021
• Subjects: H Social Sciences (General); Business cycles. Economic fluctuations; Consumption. Demand
• Online Access: http://eprints.um.edu.my/35981/; https://www.scopus.com/inward/record.uri?eid=2-s2.0-85121203373&partnerID=40&md5=1be1e5f6908287fb8b6c6b027a291333

The purpose of this paper is to examine the relationships between service quality, customer satisfaction and customer loyalty in the context of the life insurance business. The Theory of Planned Behaviour was used in constructing the framework which measured service quality. The questionnaire survey...