Purpose This paper aims to examine the effect of service quality dimensions and customer
satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and …

Purpose The purpose of this paper is to investigate the impact of multidimensional service
quality on word of mouth (WOM) in university on-campus healthcare centers …

University or college is a challenging reality leading to a sometimes elusive career path. By
consulting social media and review websites, students have more alternatives to consider in …

Relational bonds represent a vital concept in relational marketing. Past research indicates
that it can increase customer satisfaction and foster WOM. Although relational bonds have …

Strengthening Islamic banking funding is one of particular strategies in the Indonesian
Islamic banking master plan for 2019-2024, as one of their expected outputs is to increase …

Purpose This study analysed the effect of online negative word-of-mouth (nWOM) firestorms
in the retail banking sector. By understanding negative sentiment and sentiment recovery …

Purpose Drawing on the philosophy of retail service quality, this study aims to empirically
investigate how salespeople's personal interaction affects customers' positive word-of-mouth …

Aims to examine the mediating role of service quality (SQ) in customer complaint behaviour
(CCB) and customer loyalty (CL). Adopts a quantitative cross-sectional research design and …

In this article we have developed the effect of service quality and customer satisfaction
toward word of mouth intention. From the existing theories and research that has been done …

This study considers variables of customer satisfaction, quality of services and consumer
demographics as essential antecedents for Word of Mouth communications in the banking …