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The mediating role of customer satisfaction and its effect on service quality-customer loyalty link
Sadiq, Mohd Adil, Mohd
Sadiq, Mohd
Adil, Mohd
Author
Abstract
This study aims at analysing consumer perceptions towards service quality and its interrelationship with customer satisfaction and loyalty in two culturally, historically and traditionally different countries, i.e., India and Malaysia. Through a structured questionnaire, a total of 293 and 287 responses were retrieved from active bank account holders appertain to national capitals of both the countries. Research model was empirically tested using multiple regression technique. Findings indicate that Malaysian customers are more satisfied and loyal to their preferred banks than their counterparts. This research highlights key findings and meaningful insight to bank managers having essential administrative ramifications within cross cultural context. Culturally appropriate service design and appropriate marketing strategies can enhance overall service quality and satisfaction which further result in enhanced customer loyalty.
Keywords
service quality, satisfaction, loyalty, bank, cross-cultural, mediation, Malaysia, India
Date
2021
Type
Journal article
Journal
International Journal of Productivity and Quality Management
Book
Volume
32
Issue
4
Page Range
520-535
Article Number
ACU Department
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Relation URI
Source URL
Event URL
Open Access Status
License
All rights reserved
File Access
Controlled