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The Relationship between Service quality , Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking sector Ngo Vu Minh, Nguyen Huan Huu Abstract This study develops and empirically tests the interrelationships between Service quality , cus- tomer satisfaction, and customer loyalty in a retail banking context. Increasingly intense com- petitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related con- structs such as customer satisfaction, Service quality , and customer loyalty in explaining a firm's performance. In particular, they are essential for competitiveness in industries where the ex- changes are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between Service quality , customer satisfaction, and customer loyalty is suggested.
10 The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector
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