Satisfaction and trust on customer loyalty: A PLS approach
This study proposed a CSI model which is adapted from the ESCI model. This model re-examines the relationship between satisfaction, trust and loyalty by proposing satisfaction as an antecedent of trust. The results of this study support the findings in the literature that service quality has a posit...
| Published in: | Business Strategy Series |
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| Main Author: | |
| Format: | Article |
| Language: | English |
| Published: |
2012
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-84863854370&doi=10.1108%2f17515631211246221&partnerID=40&md5=a851def9b6062d0851158e22a861ed3a |