The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

By Vuong Minh Ngo, H. Nguyen. 2016

247 citations recorded by the source corpus.

Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin [IGA/FaME/2016/020]

Subfields: Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0b16e592467a560a3e03d735dc006d5ed2d0f71e

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Teddy Chandra
2. Martha Ng
3. Burhanuddin Burhanuddin
4. Bambang Budi Wiyono
5. Stefani Chandra
6. A. Supriyanto
7. Priyono Priyono

Citations in the corpus

• The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study. (2018, background): “According to Oliver (1989), customer satisfaction is fairness due to its value paid.”
• Effects of service quality and customer satisfaction on loyalty of bank customers (2021, background): “While the customer satisfaction mediates effects of service quality on customer loyalty (Ngo & Nguyen, 2016).”