The antecedents of SMEs' customer loyalty: Examining the role of service quality, satisfaction and trust

The antecedents of SMEs' customer loyalty: Examining the role of service quality, satisfaction and trust

This study aims to propose and empirically examine a model of SMEs' customer loyalty. The study builds upon previously established relationships among service quality, customer satisfaction and loyalty and enhances previous conceptualizations by incorporating the construct of trust. Hypothesize...

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Bibliographic Details
Main Authors: Rajić Tamara, Nikolić Ivan, Milošević Isidora
Format: Article
Language:English
Published: Economics institute, Belgrade 2016-01-01
Series:Industrija
Subjects:
service quality
satisfaction
trust
customer loyalty
SMEs
structural equation modelling
Online Access:http://scindeks-clanci.ceon.rs/data/pdf/0350-0373/2016/0350-03731603097R.pdf

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