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The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya

Elbakoush, Abdalla Yousef (2015) The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya. Masters thesis, Universiti Utara Malaysia.

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Abstract

The study aims to explore the influence of service quality, corporate image and trust on loyalty with the mediating effect of satisfaction. In this regard, a theoretical model from various studies was conceptualized. Using a survey, a valid sample of 375 bank customers from 500 was drawn through random sampling from banks that are located in the Missurata city of Libya due to the warring and unrest in other locations. The findings of this study reveal that service quality, corporate image and trust influence customer loyalty. Importantly, some insights can be drawn from the findings of this study by practicing bankers and policy makers. The findings showed that bank policy makers should therefore ensure that appropriate policies are put in place that will ensure that the customers do not switch to competitors through clear and written policy that will guide the activities of their banks.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service Quality, Corporate image, Trust, Satisfaction and Customer loyalty
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 10 Jun 2015 09:54
Last Modified: 12 Apr 2016 04:50
URI: http://etd.uum.edu.my/id/eprint/4620

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