Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual
This paper discusses and reviews the literature and ultimately propose a conceptual framework linking service quality, customer satisfaction and customer loyalty within the Terengganu State Public Library (PPAT). It is designed to understand how service quality and customer satisfaction are perceive...
Main Authors: | Mahmood, Kamarulzaman (Author), Mat Ali @ Salim, Nor Azman (Author), Mohamad, Mahadzirah (Author) |
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Format: | Article |
Language: | English |
Published: |
Persatuan Pustakawan Malaysia,
2015.
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Subjects: | |
Online Access: | Get fulltext |
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