Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation

• Main Authors: Zailin Zainal Ariffin, Azizul Yadi Yaakop, Norsuhada Isa, Siti Sarah Omar, Nor Khasimah Aliman, Ramraini Ali Hassan
• Format: Article
• Language: English; English
• Published: 2018
• Subjects: H Social Sciences (General); HV Social pathology. Social and public welfare. Criminology
• Online Access: https://eprints.ums.edu.my/id/eprint/25239/1/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation.pdf; https://eprints.ums.edu.my/id/eprint/25239/7/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation1.pdf; https://eprints.ums.edu.my/id/eprint/25239/

The following study examines relationship of service quality, customer satisfaction, customer loyalty and consumers’ intentions to switch among finance and insurances consumers in Klang Valley area. Although many researchers have studied of service quality, customer satisfaction, customer loyalty an...