The relationship between service quality, customer satisfaction and customer loyalty in the context of insurance industry in Kota Kinabalu
The purpose of this study is to examine the service quality towards satisfaction and customer loyalty. The study also examines the mediating effects of satisfaction between service quality and customer loyalty. In this study, the dimensions of service quality consist of five dimension attributes (e....
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| Format: | Thesis |
| Language: | English English |
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2015
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| Online Access: | https://eprints.ums.edu.my/id/eprint/38096/1/ABSTRACT.pdf https://eprints.ums.edu.my/id/eprint/38096/2/FULLTEXT.pdf |