Wah Yap, Bee; Ramayah, T.; Nushazelin Wan Shahidan, Wan - In: Business Strategy Series 13 (2012) 4, pp. 154-167
Purpose – The purpose of this paper is to test some antecedents and outcomes of satisfaction in the banking sector in Malaysia. Design/methodology/approach – A research model based on the customer satisfaction index (CSI) was developed and tested using structural equation modeling technique...