Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual
This paper discusses and reviews the literature and ultimately propose a conceptual framework linking service quality, customer satisfaction and customer loyalty within the Terengganu State Public Library (PPAT). It is designed to understand how service quality and customer satisfaction are perceive...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Persatuan Pustakawan Malaysia
2015
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| Subjects: | |
| Online Access: | http://eprints.usm.my/34144/1/4_UNISZA_Kamarulzaman_15.pdf |