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Effects of Service Quality And Satisfaction on Loyalty


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The result shows that saving account customers in both Agazi Avenue and Mekelle branches were satisfied. However, it also signals attention should be given to enhance the level of customers’ satisfaction focusing on tangibles, reliability and assurance-empathy dimensions. …………Government employees identified less satisfied by many of the assurance-empathy and reliability related attributes. In general, the results indicate that a notable proportion of customers tend to remain loyal even without being satisfied by the service of the two branches. This finding supports Shankar & Amy, (2002) who suggested that customers could be loyal without being highly satisfied when there are few choices.

Product Specifications
SKU :COC65072
AuthorMelkirst Gizaw
Number of Pages164
Publishing Year2013-11-01T00:00:00.000
Edition1 st
Book TypeBusiness & management
Country of ManufactureIndia
Product BrandLAP LAMBERT Academic Publishing
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-07-08 00:00:00
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