Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty

Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty

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Aims to examine the mediating role of service quality (SQ) in customer complaint behaviour (CCB) and customer loyalty (CL). 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 SQ on the rela...

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Bibliographic Details
Main Authors: Aihie Osarenkhoe, Mabel Birungi Komunda, Jotham Mbiito Byarugaba
Format: Article
Language:English
Published: EconJournals 2017-03-01
Series:International Review of Management and Marketing
Subjects:
customer complaint behaviour
service quality
customer loyalty
Online Access:https://dergipark.org.tr/tr/pub/irmm/issue/32094/355426?publisher=http-www-cag-edu-tr-ilhan-ozturk

Internet

https://dergipark.org.tr/tr/pub/irmm/issue/32094/355426?publisher=http-www-cag-edu-tr-ilhan-ozturk

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