The relationship between service quality, customer satisfaction and behavioral intention with moderating effects of switching barriers
Service quality and customer satisfaction are believed to affect customer behavior. On that basis, one of the main research focus in marketing field is to get a better understanding in the dynamic relationship between service quality and customer satisfaction, and their impact on customer behavior....
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| Format: | Thesis |
| Language: | English |
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2016
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| Online Access: | http://eprints.utm.my/78333/1/NorazryanaMatDawiMFM2016.pdf |