文章基本信息

标题：A Structural Look at Service Loyalty:Role of Service Quality, Corporate Image, and Trust
本地全文：下载
作者：Farzana Quoquab ; Farzana Quoquab ; Rohaida Basiruddin 等
期刊名称：American Journal of Economics
印刷版ISSN：2166-4951
电子版ISSN：2166-496X
出版年度：2013
卷号：3
期号：5C
页码：177-183
DOI：10.5923/c.economics.201301.30
语种：English
出版社：Scientific & Academic Publishing Co.
摘要：This study investigates the relationships among service loyalty, perceived service quality, corporate image, and trust in the context of Malaysian mobile phone service market. Partial least squares approach was used to analyze the survey data. Results suggest adequate predictive ability of the model and provide support for all hypothesized relationships. It is found that both perceived service quality and corporate image jointly build trust which eventually affects service loyalty. It is also evident that, perceived service quality directly as well as indirectly affects consumer trust.
关键词：Service loyalty; Perceived service quality; Corporate image; Trust; Malaysian mobile phone service market