The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia
Why is this work in the frame?
A frame that forgets how it found something cannot be audited. These are the routes that admitted this work.
No Canadian affiliation. An affiliation-only frame — the usual design — would never have seen this work. It is one of the works that make the case for inverting the frame.
Machine scores (provisional)
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
- Teacher spread
- 0.331 · how far apart the two teachers sit on this one work
- Validation status
score_only:v0-immature-baseline· verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it
Abstract
The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM),phone banking and also maturing financial market and global competition have forced bankers to explore theimportance of customer loyalty. Therefore, studies need to focus on the changing role of the banking system andits dynamic financial market. The underlying model of SERVQUAL (Parasuraman et al., 1988) with fivedimensions was used by this research to evaluate the impact of service quality on customer loyalty among bankcustomers in Penang, Malaysia with customer satisfaction mediating these variables. The findings show thatimprovement in service quality can enhance customer loyalty. The service quality dimensions that play asignificant role in this equation are reliability, empathy, and assurance. The findings indicate that the overallrespondents evaluate the bank positively, but still there are rooms for improvements.
Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.
The record
- Venue
- International Journal of Marketing Studies
- Topic
- Customer Service Quality and Loyalty
- Field
- Business, Management and Accounting
- Canadian institutions
- —
- Funders
- —
- Keywords
- BusinessService qualityMarketingLoyalty business modelCustomer satisfactionSERVQUALCompetition (biology)LoyaltyQuality (philosophy)Service (business)Customer retention
- Has abstract in OpenAlex
- yes