Mediators of the relationship between service quality and customer loyalty
Volume: 35, Issue: 3, Pages: 540 - 556
Published: May 15, 2017
Abstract
Purpose There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper is to investigate the mediators of the effect of service quality on loyalty among bank customers in Zimbabwe. Design/methodology/approach A cross-sectional...
Paper Details
Title
Mediators of the relationship between service quality and customer loyalty
Published Date
May 15, 2017
Volume
35
Issue
3
Pages
540 - 556
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