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The Relationship Between Service Quality and Satisfaction on Customer Loyalty in Malaysian Mobile Communication Industry
16 references·5 citing·36 second hop
The Relationship Between Service Quality and Satisfaction on Customer Loyalty in Malaysian Mobile Communication Industry (2011)The Relationship Between Service Quality …Research Methods for Business (2008)Research Methods for BusinessSwitching barriers and repurchase intentions in services (2000)Switching barriers and repurc…Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Consumers and Their Brands: D…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…The Structure of Commitment in Exchange (1995)The Structure of Commitment i…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Zero defections: quality comes to services. (1990)Zero defections: quality come…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…Determining Sample Size for Research Activities (1970)Determining Sample Size for R…The Effect of Product Innovation, Product Quality And City Image on Purchase Decision of Uis Karo Woven Fabric (2018)The Effect of Product Innovat…Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman (2018)Service quality and attitudin…Pengaruh Service Quality, Marketing Mix dan Kepuasan Mahasiswa terhadap Customer Loyalty (2017)Pengaruh Service Quality, Mar…The Moderating Role of Age in Customer Loyalty Formation Process (2016)The Moderating Role of Age in…Achieving customer loyalty through service excellence in internet industry (2014)Achieving customer loyalty th…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)The impact of culture and governance on corporate social reporting (2005)The influence of eWOM in social media on consumers’ purchase intentions: An extended approach to information adoption (2016)Sample Size for Survey Research: Review and Recommendations (2020)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1970Determining Sample Size for Research Activities18,904 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research7,540 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 2008Research Methods for Business2,376 cited
  • 1995The Structure of Commitment in Exchange2,238 cited
  • 2000Switching barriers and repurchase intentions in services

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1,570 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • Cited by

    • 2018Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman37 cited
    • 2017Pengaruh Service Quality, Marketing Mix dan Kepuasan Mahasiswa terhadap Customer Loyalty31 cited
    • 2014Achieving customer loyalty through service excellence in internet industry27 cited
    • 2016The Moderating Role of Age in Customer Loyalty Formation Process24 cited
    • 2018The Effect of Product Innovation, Product Quality And City Image on Purchase Decision of Uis Karo Woven Fabric13 cited