Analyzing structural relationships between service quality, disconfirmation, satisfaction and loyalty / Wei Mei Chin
This research aims to analyze the relationships between service quality, disconfirmation, satisfaction, and loyalty. A structured methodology combined with both models in overall evaluation (e.g. Fornall et al.) and disconfirmation(e.g. Oliver et al.) were used in order to capture the perceptions o...
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| Format: | Article |
| Language: | English |
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Accounting Research Institute (ARI)
2010
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| Online Access: | https://ir.uitm.edu.my/id/eprint/10805/1/10805.pdf |