Service quality and satisfaction perceptions: curvilinear and interaction effect

• Published in: International journal of bank marketing Vol. 22; no. 6; pp. 407 - 420
• Main Author: Hooi Ting, Ding
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Group Publishing Limited 01.10.2004
• Subjects: Bank marketing; Banking industry; Banks; Corporate ownership; Customer satisfaction; Customer services; Customer services quality; Dependent variables; Hypotheses; Job satisfaction; Malaysia; Minority & ethnic groups; Quality of service; Studies; Malaysia; Banks; Corporate ownership; Malaysia; Customer services quality; Customer satisfaction

This study focuses on service quality and satisfaction judgments of customers in banking institutions throughout Malaysia. The study attempts to determine the relationship between service quality and satisfaction, where service quality is the independent variable and satisfaction is the dependent va...