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首页> 外文期刊>American Journal of Economics >An Empirical Study of Direct Relationship of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Malaysian Commercial Banking Industry
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An Empirical Study of Direct Relationship of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Malaysian Commercial Banking Industry

机译：马来西亚商业银行业服务质量，客户满意度和银行形象与客户忠诚度直接关系的实证研究

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The aim of this study is to develop a direct effect understanding of service quality, customer satisfaction and image on customer loyalty in Malaysian commercial banking industry. The Structural Equation Model (SEM) adopted to analyze the casual relationships between exogenous variables and endogenous variable. The model was developed and later tested by using the Partial Least Square (PLS) procedure on data collected from a survey that yielded 512 usable questionnaires. The findings demonstrated that service quality, customer satisfaction and image have significant and positive influence on customer loyalty in Malaysian commercial banking industry. It is important to do the study employing experimental design by capturing longitudinal data in Malaysian commercial banking industry using robust measures. The findings imply that the relationship of service quality, satisfaction and trust on customer loyalty will lead to commercial banks’ profitability.
机译：这项研究的目的是发展对马来西亚商业银行业中服务质量，客户满意度和客户忠诚度形象的直接影响理解。采用结构方程模型（SEM）来分析外生变量与内生变量之间的偶然关系。开发了该模型，然后使用偏最小二乘（PLS）程序对从收集了512个可用问卷的调查中收集的数据进行了测试。调查结果表明，服务质量，客户满意度和形象对马来西亚商业银行业的客户忠诚度具有重大而积极的影响。重要的是，采用实验性设计来进行研究，方法是使用可靠的措施来捕获马来西亚商业银行业的纵向数据。调查结果表明，服务质量，满意度和信任度对客户忠诚度的关系将导致商业银行的盈利能力。

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