Integration of customer relationship management and service quality towards customer satisfaction leading to consumer intention to purchase banking products
Organization especially banks have realized the importance of becoming customer oriented and therefore customer relationship management (CRM) and service quality (SQ) are seen to be very important factors affecting to the banking industry. Based on research studies, the scholars have done their rese...
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| Format: | Thesis |
| Language: | English |
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2014
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| Online Access: | http://eprints.utm.my/53714/30/SheilaSa%27OdahHassanMFPPSM2014.pdf |