Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty
Aims to examine the mediating role of service quality in customer complaint behaviour and customer loyalty. Adopts a quantitative cross-sectional research design and uses the MedGraph program, Sobel tests and the Baron and Kenny method to test for mediation effect of service quality on the relation...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
EconJournals
2017-01-01
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| Series: | International Review of Management and Marketing |
| Online Access: | https://www.econjournals.com/index.php/irmm/article/view/3309 |