Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations

• Main Authors: Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose
• Format: Article
• Language: English
• Published: School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia 2016
• Online Access: http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf; http://journalarticle.ukm.my/10324/; http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2016&vol=12&issue=7&ver=loc
• Institution: Universiti Kebangsaan Malaysia

Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of...