Service quality of a local Malaysian bank: customers' expectations, perceptions, satisfaction and loyalty

Author: Razak Mohd Rizal Abdul   Chong Siong Choy   Lin Binshan  

Publisher: Inderscience Publishers

ISSN: 1740-8849

Source: International Journal of Services and Standards, Vol.3, Iss.1, 2006-12, pp. : 18-38

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Abstract