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Cited by 347

The DOI matches its Crossref record; 35 of the 35 references it cites were found in a registry or an index.

The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia

Open access
Kheng, Lo Liang, Mahamad, Osman, Ramayah, T., Mosahab, Rahim·2010·International Journal of Marketing Studies
DOI 10.5539/ijms.v2n2p57
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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.

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Metadata

Authors
Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R.
Venue
International Journal of Marketing Studies
Publisher
Canadian Center of Science and Education
Published
2010-10-20
Volume
2
Issue
2
ISSN
  • 1918-719X (ISSN-L)
  • 1918-7203
DOI
10.5539/ijms.v2n2p57
OpenAlex
W2102417202
Cited by
347
References
35
FWCI
23.93
Type
journal article
Language
en
Open access
hybrid

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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