Staff View: Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation

Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation

The following study examines relationship of service quality, customer satisfaction, customer loyalty and consumers’ intentions to switch among finance and insurances consumers in Klang Valley area. Although many researchers have studied of service quality, customer satisfaction, customer loyalty an...

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Main Authors:	Zailin Zainal Ariffin, Azizul Yadi Yaakop, Norsuhada Isa, Siti Sarah Omar, Nor Khasimah Aliman, Ramraini Ali Hassan
Format:	Article
Language:	English English
Published:	2018
Subjects:	H Social Sciences (General) HV Social pathology. Social and public welfare. Criminology
Online Access:	https://eprints.ums.edu.my/id/eprint/25239/1/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation.pdf https://eprints.ums.edu.my/id/eprint/25239/7/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation1.pdf https://eprints.ums.edu.my/id/eprint/25239/
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id	my.ums.eprints.25239
record_format	eprints
spelling	my.ums.eprints.252392020-06-19T03:07:25Z https://eprints.ums.edu.my/id/eprint/25239/ Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation Zailin Zainal Ariffin Azizul Yadi Yaakop Norsuhada Isa Siti Sarah Omar Nor Khasimah Aliman Ramraini Ali Hassan H Social Sciences (General) HV Social pathology. Social and public welfare. Criminology The following study examines relationship of service quality, customer satisfaction, customer loyalty and consumers’ intentions to switch among finance and insurances consumers in Klang Valley area. Although many researchers have studied of service quality, customer satisfaction, customer loyalty and intention to switch, limited studies explore customer satisfaction as mediating role in the model. The present study proposes SERVQUAL model as indicator to determine the customer satisfaction among finance and insurances consumer. Stratified random sampling technique will be employed in the present study. Data collected also will be analyzed using the Smart PLS (Partial Least Square) to answer the hypothesis. It is believed that the mediating role of customer satisfaction is a promising area to explore and the potential to provide significant benefit to the finance and insurance institution. 2018 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/25239/1/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation.pdf text en https://eprints.ums.edu.my/id/eprint/25239/7/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation1.pdf Zailin Zainal Ariffin and Azizul Yadi Yaakop and Norsuhada Isa and Siti Sarah Omar and Nor Khasimah Aliman and Ramraini Ali Hassan (2018) Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation. International Journal of Engineering & Technology, 7 (3.21). pp. 43-47.
institution	Universiti Malaysia Sabah
building	UMS Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Malaysia Sabah
content_source	UMS Institutional Repository
url_provider	http://eprints.ums.edu.my/
language	English English
topic	H Social Sciences (General) HV Social pathology. Social and public welfare. Criminology
spellingShingle	H Social Sciences (General) HV Social pathology. Social and public welfare. Criminology Zailin Zainal Ariffin Azizul Yadi Yaakop Norsuhada Isa Siti Sarah Omar Nor Khasimah Aliman Ramraini Ali Hassan Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation
description	The following study examines relationship of service quality, customer satisfaction, customer loyalty and consumers’ intentions to switch among finance and insurances consumers in Klang Valley area. Although many researchers have studied of service quality, customer satisfaction, customer loyalty and intention to switch, limited studies explore customer satisfaction as mediating role in the model. The present study proposes SERVQUAL model as indicator to determine the customer satisfaction among finance and insurances consumer. Stratified random sampling technique will be employed in the present study. Data collected also will be analyzed using the Smart PLS (Partial Least Square) to answer the hypothesis. It is believed that the mediating role of customer satisfaction is a promising area to explore and the potential to provide significant benefit to the finance and insurance institution.
format	Article
author	Zailin Zainal Ariffin Azizul Yadi Yaakop Norsuhada Isa Siti Sarah Omar Nor Khasimah Aliman Ramraini Ali Hassan
author_facet	Zailin Zainal Ariffin Azizul Yadi Yaakop Norsuhada Isa Siti Sarah Omar Nor Khasimah Aliman Ramraini Ali Hassan
author_sort	Zailin Zainal Ariffin
title	Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation
title_short	Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation
title_full	Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation
title_fullStr	Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation
title_full_unstemmed	Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation
title_sort	service quality as drivers of customer loyalty and intention to switch: modeling the mediating effect of customer satisfation
publishDate	2018
url	https://eprints.ums.edu.my/id/eprint/25239/1/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation.pdf https://eprints.ums.edu.my/id/eprint/25239/7/Service%20Quality%20as%20Drivers%20of%20Customer%20Loyalty%20and%20Intention%20to%20Switch%20Modeling%20the%20Mediating%20Effect%20of%20Customer%20Satisfation1.pdf https://eprints.ums.edu.my/id/eprint/25239/
_version_	1760230342618251264
score	13.211869

Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation

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