Service quality of a local Malaysian bank: Customers' expectations, perceptions, satisfaction and loyalty

International Journal of Services and Standards

Volumn 3, Issue 1, 2007, Pages 18-38

  Razak, Mohd Rizal Abdul ^a   Chong, Siong Choy ^a   Lin, Binshan ^b  

^a MULTIMEDIA UNIVERSITY   (Malaysia)

^b LOUISIANA STATE UNIVERSITY   (United States)

Author keywords

Customer expectations; Customer loyalty; Customer perceptions; Customer satisfaction; Local Malaysian bank; Service quality

Indexed keywords

EID: 33847063878     PISSN: 17408849     EISSN: 17408857     Source Type: Journal    
DOI: 10.1504/IJSS.2007.011826     Document Type: Article

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