کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1111426 1488395 2014 7 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries
موضوعات مرتبط
علوم انسانی و اجتماعی علوم انسانی و هنر هنر و علوم انسانی (عمومی)
پیش نمایش صفحه اول مقاله
Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries
چکیده انگلیسی

The purpose of this study is to investigate the effect of service quality, trust and customer perceived value on customer loyalty in the Malaysia services sector. The research examines three factors of service quality, trust and perceived value by customers in the banking, insurance, and telecommunications industry. A quantitative approach was employed to measure the relationships between the variables of the study. Statistical tests included descriptive statistics, internal consistency, reliability, validity, correlation and regression were conducted to determine the relationship and to validate the study. The study found that there is positive relationship between service quality and trust, service quality and perceived value, trust and customer loyalty and perceived value and customer loyalty. Consequently, based on findings, service quality, trust and perceived value are considered to be antecedents of customer loyalty.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Procedia - Social and Behavioral Sciences - Volume 164, 31 December 2014, Pages 298-304