A structural look at service loyalty: role of service quality, corporate image, and trust

• Main Authors: Quoquab, Farzana, Basiruddin, Rohaida, Abdul Rasid, Siti Zaleha
• Format: Article
• Language: English
• Published: Scientific & Academic Publishing 2013
• Subjects: H Social Sciences
• Online Access: http://eprints.utm.my/id/eprint/40487/1/FarzanaQuoquab2013_AStructuralLookatServiceLoyalty.pdf; http://eprints.utm.my/id/eprint/40487/

This study investigates the relationships among service loyalty, perceived service quality, corporate image, and trust in the context of Malaysian mobile phone service market. Partial least squares approach was used to analyze the survey data. Results suggest adequate predictive ability of the model...