The determinants of customer loyalty: An analysis of intangible factors in three service industries

By Lien-Ti Bei, Yu-Ching Chiao. 2006

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Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, background): “The theoretical relationship between perceived service quality and loyalty has been confirmed empirically in several studies (Bloemer et al., 1998; Boulding et al., 1993; Cronin et al., 2000; Fornell, 1992). Cronin et al. (2000) report that perceived service quality has a significant positive effect”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, methodology): “He found that responsiveness (one of the dimensions of SQ) is one of the important factors of CS, as previously supported by Avkiran (1994), Beery et al (1985) and Bitner et al (1990). From the above discussion it can be concluded that there is a positive relationships between each of the study cons”
Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry (2009, result): “The same conclusion was reached by Bei and Chiao (2006)”
Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting (2018, background): “As found in the cited empirical literature [2,25,26,39,40,43], customer loyalty was found to be strongly correlated to customer satisfaction, and customer satisfaction was found to be a mediator of the linkage between corporate image, service quality, price, and perceived value.”