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The Relationship between Service Quality, Customer ...

10 The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking SectorNgo Vu Minh, Nguyen Huan HuuAbstractThis 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.

satisfaction as the mediator of this relationship. In this stream of research, most of the studies confirm that there is positive relationship between service quality and customer loyalty and cus-tomer satisfaction is usually the mediator between them (Chodzaza & …

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The Relationship between Service Quality, …

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