A structural look at service loyalty: role of service quality, corporate image, and trust
This study investigates the relationships among service loyalty, perceived service quality, corporate image, and trust in the context of Malaysian mobile phone service market. Partial least squares approach was used to analyze the survey data. Results suggest adequate predictive ability of the model...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Scientific & Academic Publishing
2013
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| Online Access: | http://eprints.utm.my/40487/1/FarzanaQuoquab2013_AStructuralLookatServiceLoyalty.pdf |
| _version_ | 1796857890116468736 |
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| author | Quoquab, Farzana Basiruddin, Rohaida Abdul Rasid, Siti Zaleha |
| author_facet | Quoquab, Farzana Basiruddin, Rohaida Abdul Rasid, Siti Zaleha |
| author_sort | Quoquab, Farzana |
| collection | ePrints |
| description | This study investigates the relationships among service loyalty, perceived service quality, corporate image, and trust in the context of Malaysian mobile phone service market. Partial least squares approach was used to analyze the survey data. Results suggest adequate predictive ability of the model and provide support for all hypothesized relationships. It is found that both perceived service quality and corporate image jointly build trust which eventually affects service loyalty. It is also evident that, perceived service quality directly as well as indirectly affects consumer trust. |
| first_indexed | 2024-03-05T19:04:34Z |
| format | Article |
| id | utm.eprints-40487 |
| institution | Universiti Teknologi Malaysia - ePrints |
| language | English |
| last_indexed | 2024-03-05T19:04:34Z |
| publishDate | 2013 |
| publisher | Scientific & Academic Publishing |
| record_format | dspace |
| spelling | utm.eprints-404872019-03-05T01:38:12Z http://eprints.utm.my/40487/ A structural look at service loyalty: role of service quality, corporate image, and trust Quoquab, Farzana Basiruddin, Rohaida Abdul Rasid, Siti Zaleha H Social Sciences This study investigates the relationships among service loyalty, perceived service quality, corporate image, and trust in the context of Malaysian mobile phone service market. Partial least squares approach was used to analyze the survey data. Results suggest adequate predictive ability of the model and provide support for all hypothesized relationships. It is found that both perceived service quality and corporate image jointly build trust which eventually affects service loyalty. It is also evident that, perceived service quality directly as well as indirectly affects consumer trust. Scientific & Academic Publishing 2013 Article PeerReviewed application/pdf en http://eprints.utm.my/40487/1/FarzanaQuoquab2013_AStructuralLookatServiceLoyalty.pdf Quoquab, Farzana and Basiruddin, Rohaida and Abdul Rasid, Siti Zaleha (2013) A structural look at service loyalty: role of service quality, corporate image, and trust. American Journal of Economics, 3 (5C). pp. 177-183. ISSN 2166-496X |
| spellingShingle | H Social Sciences Quoquab, Farzana Basiruddin, Rohaida Abdul Rasid, Siti Zaleha A structural look at service loyalty: role of service quality, corporate image, and trust |
| title | A structural look at service loyalty: role of service quality, corporate image, and trust |
| title_full | A structural look at service loyalty: role of service quality, corporate image, and trust |
| title_fullStr | A structural look at service loyalty: role of service quality, corporate image, and trust |
| title_full_unstemmed | A structural look at service loyalty: role of service quality, corporate image, and trust |
| title_short | A structural look at service loyalty: role of service quality, corporate image, and trust |
| title_sort | structural look at service loyalty role of service quality corporate image and trust |
| topic | H Social Sciences |
| url | http://eprints.utm.my/40487/1/FarzanaQuoquab2013_AStructuralLookatServiceLoyalty.pdf |
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