The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective
The current research was conducted to examine the influence of the service quality dimensions using the five (5) dimensions of SERVQUAL (Parasuraman et. al., 1988) namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy as the measurement of perceived service quality on Customer Retent...
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| Format: | Thesis |
| Language: | English English |
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2004
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| Online Access: | https://eprints.ums.edu.my/id/eprint/45188/1/24%20PAGES.pdf https://eprints.ums.edu.my/id/eprint/45188/2/FULLTEXT.pdf |