Satisfaction and trust on customer loyalty: A PLS approach

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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...

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Bibliographic Details
Published in:	Business Strategy Series
Main Author:	Yap B.W.; Ramayah T.; Wan Shahidan W.N.
Format:	Article
Language:	English
Published:	2012
Online Access:	https://www.scopus.com/inward/record.uri?eid=2-s2.0-84863854370&doi=10.1108%2f17515631211246221&partnerID=40&md5=a851def9b6062d0851158e22a861ed3a

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