The Mediating Role of Customer Satisfaction in the Relationship between Service Quality and Customer Loyalty in Multi-Channel Retail Banking

Shame Mugova; Nancy Kiliswa; Margaret Mashizha

The Mediating Role of Customer Satisfaction in the Relationship between Service Quality and Customer Loyalty in Multi-Channel Retail Banking

Shame Mugova (Corresponding / Lead Author), Nancy Kiliswa, Margaret Mashizha

Research output: Contribution to journal › Article › peer-review

Original language	English
Journal	Cogent Business & Management
Publication status	Accepted/In press (AAM) - 30 May 2025

Cite this

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title = "The Mediating Role of Customer Satisfaction in the Relationship between Service Quality and Customer Loyalty in Multi-Channel Retail Banking",

author = "Shame Mugova and Nancy Kiliswa and Margaret Mashizha",

year = "2025",

month = may,

day = "30",

language = "English",

journal = "Cogent Business & Management",

issn = "2331-1975",

publisher = "Taylor & Francis",

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TY - JOUR

T1 - The Mediating Role of Customer Satisfaction in the Relationship between Service Quality and Customer Loyalty in Multi-Channel Retail Banking

AU - Mugova, Shame

AU - Kiliswa, Nancy

AU - Mashizha, Margaret

PY - 2025/5/30

Y1 - 2025/5/30

UR - https://www.open-access.bcu.ac.uk/16413/

M3 - Article

SN - 2331-1975

JO - Cogent Business & Management

JF - Cogent Business & Management

ER -

The Mediating Role of Customer Satisfaction in the Relationship between Service Quality and Customer Loyalty in Multi-Channel Retail Banking

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