The Impact of Customer Satisfaction on Word-of-Mouth: Conventional Banks of Malaysia Investigated
Purpose – The main purpose of this paper is to test the impact of customer satisfaction on word-of-mouth in the banking industry of Malaysia. Design/methodology/approach – A framework was developed based on the extensive review of literature, with two variables – customer satisfaction and word-of-m...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Institute of Information System & Research Center
2013
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/33068/ http://irep.iium.edu.my/33068/ http://irep.iium.edu.my/33068/1/2013-_Impact_of_customer_satisfaction_on_WOM_-_Jan_et_al._-_IJTBM%5B1%5D.pdf |