Service quality, customer satisfaction and loyalty: the moderating role of gender / Aptarnavimo kokybė, vartotojų pasitenkinimas ir lojalumas vartotojų lyties atžvilgiu
The purpose of this study is to investigate customer satisfaction as a mediator of the effects of service environment, interaction quality, empathy, and reliability on loyalty. The present study also aims to examine gender as a moderator in the relationship between the aforementioned service qualit...
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| Format: | Article |
| Language: | English |
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Vilnius Gediminas Technical University
2011-06-01
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| Series: | Journal of Business Economics and Management |
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| Online Access: | https://journals.vgtu.lt/index.php/JBEM/article/view/5016 |