Linking the three dimensional Service quality model to customer satisfaction and Loyalty
Published: Jan 1, 2014
Abstract
The purpose of this study is to link the three dimensional service quality models of Rust and Oliver that has been introduced in 1994 to Caruana’s model that has been introduced for estimating the relationship and loyalty in 2000. This model has three dimensions, service product, service environment and service delivery and covers major aspects of service quality measurement. The study aims to investigate the relationship between service...
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