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How to cite this paper
APA: Amegbe, H., Hanu, C & Nkukpornu, A. (2018). A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya. Management Science Letters, 8(8), 819-834.
Chicago/Turabian: Amegbe, H., Hanu, C & Nkukpornu, A. 2018. "A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya." Management Science Letters 8, no. 8 (2018): 819-834.
AMA: Amegbe, H., Hanu, C & Nkukpornu, A. A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya. Management Science Letters. 2018;8(8):819-834.
References
Al-Awadi, A. (2002). A proposed model of customer loyalty in retailing sector based on the Kuwaiti ex-perience. Total Quality Management and Business Excellence, 13(7), 1035-1046.
Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the me-diating role of student satisfaction. Journal of Modelling in Management, 11(2), 446-462
Berkley, B. J. & Gupta, A. (1994). Improving service quality with information technology. International Journal of Information Management, 14(2), 109-121
Boateng, H., & Okoe, A. F. (2015). Consumers’ attitude towards social media advertising and their behavioural response: The moderating role of corporate reputation. Journal of Research in Interactive Marketing. 9(4), 299-312
Bowen, D. E. & Schneider, B. (1988). Services marketing and management: implications for organization-al behavior, In Staw, B.M. & Cummings, L.L. (Eds). Research in Organizational Behavior, Vol. 10, JAI Press, Greenwich, CT, pp. 43-80.
Broderick, A. J. & Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of cus-tomer role. Marketing Intelligence & Planning, 20(6), 327-335.
Brogowicz, A. A., Delene, L. M. & Lyth, D. M. (1990). A synthesised service quality model with manage-rial implications. International Journal of Service Industry Management, 1(1), 27-44
Bügel, M. S. (2010). The application of psychological theories for an improved understanding of custom-er relationships. PhD thesis, Rijksuniversiteit Groningen, Groningen.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer sat-isfaction. European Journal of Marketing, 36(7/8), 811-828.
Chang, H.H., Wang, Y. & Yank, W. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: moderating effect of perceived value. Total Quality Management and Business Excellence, 20(4), 423-443.
Conway, J. M., & Lance, C. E. (2010). What reviewers should expect from authors regarding common method bias in organizational research. Journal of Business and Psychology, 25(3), 325-334.
Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of marketing, 125-131.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.
Dawes, J., & Swailes, S. (1999). Retention sans frontieres: issues for financial service retail-ers. International Journal of Bank Marketing, 17(1), 36-43.
de Waal, A., & van der Heijden, B. (2016). Increasing customer loyalty and customer intimacy by im-proving the behavior of employees. Journal of Strategy and Management, 9(4), 492-510.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Dixon, M., Freeman, K., & Toman, N. (2010). Stop trying to delight your customers. Harvard Business Review, 88(7/8), 116-122.
Doty, D. H., & Glick, W. H. (1998). Common methods bias: does common methods variance really bias results?. Organizational research methods, 1(4), 374-406.
Duncan, E., & Elliott, G. (2002). Customer service quality and financial performance among Australian retail financial institutions. Journal of Financial Services Marketing, 7(1), 25-41.
du Toit, G., and Burns, M. (2016). Customer Loyalty in Retail Banking: Global Edition 2016. Bain report. Available at http://www.bain.com/publications/articles/customer-loyalty-in-retail-banking-2016.aspx
EY. (2017). E Y-understanding the key to customer loyalty report. Available at http://www.ey.com/Publication/vwLUAssets/EY-understanding-the-key-to-customer-loyalty-report/$FILE/EY-understanding-the-key-to-customer-loyalty-report.pdf
Fleming, J. H., Coffman, C., & Harter, J. K. (2005). Manage your human sigma. Harvard business re-view, 83(7), 106-14.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 39-50.
Frazer Winsted, K. (2000). Service behaviors that lead to satisfied customers. European Journal of Mar-keting, 34(3/4), 399-417.
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of mar-keting, 18(4), 36-44.
Grönroos, C. (2000). Service Management and Marketing – A Customer Relationship Management Ap-proach. Wiley, Chichester
Gupta, S., Lehmann, D. R., & Stuart, J. A. (2004). Valuing customers. Journal of Marketing Re-search, 41(1), 7-18.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Sci-ence, 40(3), 414-433.
Hair, J., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded as-sessment of PLS-SEM in information systems research. Industrial Management & Data Sys-tems, 117(3), 442-458.
Helgesen, Ø., & Nesset, E. (2007). What accounts for students' loyalty? Some field study evi-dence. International Journal of Educational Management, 21(2), 126-143.
Hennig‐Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737-764.
Hennig-Thurau, T., Langer, M. F., & Hansen, U. (2001). Modeling and managing student loyalty: An ap-proach based on the concept of relationship quality. Journal of Service Research, 3(4), 331-344.
Henseler, J. & Dijkstra, T. K. (2015). ADANCO 2.0. Kleve: Composite Modeling. http://www.compositemodeling.com
Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: up-dated guidelines. Industrial Management & Data Systems, 116(1), 2-20.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing (pp. 277-319). Emerald Group Publishing Limited.
IBM Global Services (2006). CRM: the myth vs. the new agenda, executive brief, IBM Global Services, available at: www-1.ibm.com/services/us/index.wss/multipage/imc/ex ecu-tivebrief/a1008913/1?cntxt=a1005261 (accessed Febuary 20, 2017).
Kheiry, B., Rad, B. M., & Asgari, O. (2012). University intellectual image impact on satisfaction and loy-alty of students (Tehran selected universities). African Journal of Business Management, 6(37), 10205.
Kuo, Y. K., & Ye, K. D. (2009). The causal relationship between service quality, corporate image and adults' learning satisfaction and loyalty: A study of professional training programmes in a Taiwanese vocational institute. Total Quality Management, 20(7), 749-762.
Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): a qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52.
Lau, R. S. (2000). Quality of work life and performance–An ad hoc investigation of two key elements in the service profit chain model. International Journal of Service Industry Management, 11(5), 422-437.
Lee, J. & Anantharaman, S. (2015). MBA students’ engagement behaviour and its implication on student loyalty. International Academy of Marketing Studies Journal, 19(2), 103–117
Lloyd, A. E., & Luk, S. T. (2011). Interaction behaviors leading to comfort in the service encoun-ter. Journal of Services Marketing, 25(3), 176-189.
MacKenzie, S. B., & Podsakoff, P. M. (2012). Common method bias in marketing: causes, mechanisms, and procedural remedies. Journal of Retailing, 88(4), 542-555.
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and cus-tomer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Market-ing, 35(3), 540-556.
McMullan, R., & Gilmore, A. (2008). Customer loyalty: an empirical study. European Journal of Market-ing, 42(9/10), 1084-1094.
Mechinda, P., & Patterson, P. G. (2011). The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting. Journal of Services Market-ing, 25(2), 101-113.
Mohamad, M., & Awang, Z. (2009). Building corporate image and securing student loyalty in the Malay-sian higher learning industry. The Journal of International Management Studies, 4(1), 30-40.
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspec-tive. International Journal of Hospitality Management, 18(1), 67-82.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Philip, G., & Hazlett, S. A. (1997). The measurement of service quality: a new PCP attributes mod-el. International Journal of Quality & Reliability Management, 14(3), 260-286.
Pitta, D., Franzak, F., & Fowler, D. (2006). A strategic approach to building online customer loyalty: inte-grating customer profitability tiers. Journal of Consumer Marketing, 23(7), 421-429.
Reichheld, F. F. (2003). The one number you need to grow. Harvard Business Review, 81(12), 46-55.
Reichheld, F. F., & Sasser, W. E. (1990). Zero Defeofions: Quoliiy Comes To Services.
Rojas-Méndez, J. I., Vasquez-Parraga, A. Z., Kara, A. L. I., & Cerda-Urrutia, A. (2009). Determinants of student loyalty in higher education: A tested relationship approach in Latin America. Latin American Business Review, 10(1), 21-39.
Ruiz, B., García, J. A., & Revilla, A. J. (2016). Antecedents and consequences of bank reputation: a com-parison of the United Kingdom and Spain. International Marketing Review, 33(6), 781-805.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
Sembiring, M. G. (2013). Determinants of students' loyalty at Universitas Terbuka. Asian Association of Open Universities Journal, 8(1), 47-59.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchang-es. Journal of Marketing, 66(1), 15-37.
Soteriou, A. C., & Stavrinides, Y. (2000). An internal customer service quality data envelopment analysis model for bank branches. The International Journal of Bank Marketing, 18(5), 246-252.
Spector, P. E. (2006). Method variance in organizational research: truth or urban legend?. Organizational Research Methods, 9(2), 221-232.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quali-ty and satisfaction. Journal of Retailing, 72(2), 201-214.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1997). Retail service quality and perceived value: A comparison of two models. Journal of Retailing and Consumer Services, 4(1), 39-48.
Tantakasem, P. & Lee, S. (2007). Service quality and the customer satisfaction chain in the Thai banking industry. Available at: www.bu.ac.th/knowledgecenter/epaper/jan_june2008/Piti.pdf
Thomas, S. (2011). What drives student loyalty in universities: An empirical model from In-dia. International Business Research, 4(2), 183.
Tinto, V. (1975). Dropout from higher education: A theoretical synthesis of recent research. Review of Educational Research, 45(1), 89-125.
Tinto, V. (1993). Leaving College: Rethinking the Causes and Cures of Student Attrition. 2nd ed. Chicago: University of Chicago Press
Treacy, M., & Wiersema, F. (1993). Customer intimacy and other value disciplines. Harvard Business Re-view, 71(1), 84-93.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship mat-ter?. Journal of the Academy of Marketing Science, 30(3), 202-216.
Vijayvargy, L. (2014). Measuring service quality using SERVQUAL: A case of restaurant chain. International Journal of Management and Innovation, 6(2), 60.
Reinartz, W., & Kumar, V. I. S. W. A. N. A. T. H. A. N. (2002). The mismanagement of customer loyal-ty. Harvard Business Review, 80(7), 86-95.
Xu, Y., & Van der Heijden, B. (2005). The employee factor in the service-profit chain framework: A study among service employees working within a leading Chinese securities firm. Journal of Interna-tional Consumer Marketing, 18(1-2), 137-155.
Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and pas-sion: Roles of customer–firm affection and customer–staff relationships in services. Journal of mar-keting research, 45(6), 741-756.
Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-based services and service quality in consumer bank-ing. International Journal of Service Industry Management, 13(1), 69-90.
Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the me-diating role of student satisfaction. Journal of Modelling in Management, 11(2), 446-462
Berkley, B. J. & Gupta, A. (1994). Improving service quality with information technology. International Journal of Information Management, 14(2), 109-121
Boateng, H., & Okoe, A. F. (2015). Consumers’ attitude towards social media advertising and their behavioural response: The moderating role of corporate reputation. Journal of Research in Interactive Marketing. 9(4), 299-312
Bowen, D. E. & Schneider, B. (1988). Services marketing and management: implications for organization-al behavior, In Staw, B.M. & Cummings, L.L. (Eds). Research in Organizational Behavior, Vol. 10, JAI Press, Greenwich, CT, pp. 43-80.
Broderick, A. J. & Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of cus-tomer role. Marketing Intelligence & Planning, 20(6), 327-335.
Brogowicz, A. A., Delene, L. M. & Lyth, D. M. (1990). A synthesised service quality model with manage-rial implications. International Journal of Service Industry Management, 1(1), 27-44
Bügel, M. S. (2010). The application of psychological theories for an improved understanding of custom-er relationships. PhD thesis, Rijksuniversiteit Groningen, Groningen.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer sat-isfaction. European Journal of Marketing, 36(7/8), 811-828.
Chang, H.H., Wang, Y. & Yank, W. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: moderating effect of perceived value. Total Quality Management and Business Excellence, 20(4), 423-443.
Conway, J. M., & Lance, C. E. (2010). What reviewers should expect from authors regarding common method bias in organizational research. Journal of Business and Psychology, 25(3), 325-334.
Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of marketing, 125-131.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.
Dawes, J., & Swailes, S. (1999). Retention sans frontieres: issues for financial service retail-ers. International Journal of Bank Marketing, 17(1), 36-43.
de Waal, A., & van der Heijden, B. (2016). Increasing customer loyalty and customer intimacy by im-proving the behavior of employees. Journal of Strategy and Management, 9(4), 492-510.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Dixon, M., Freeman, K., & Toman, N. (2010). Stop trying to delight your customers. Harvard Business Review, 88(7/8), 116-122.
Doty, D. H., & Glick, W. H. (1998). Common methods bias: does common methods variance really bias results?. Organizational research methods, 1(4), 374-406.
Duncan, E., & Elliott, G. (2002). Customer service quality and financial performance among Australian retail financial institutions. Journal of Financial Services Marketing, 7(1), 25-41.
du Toit, G., and Burns, M. (2016). Customer Loyalty in Retail Banking: Global Edition 2016. Bain report. Available at http://www.bain.com/publications/articles/customer-loyalty-in-retail-banking-2016.aspx
EY. (2017). E Y-understanding the key to customer loyalty report. Available at http://www.ey.com/Publication/vwLUAssets/EY-understanding-the-key-to-customer-loyalty-report/$FILE/EY-understanding-the-key-to-customer-loyalty-report.pdf
Fleming, J. H., Coffman, C., & Harter, J. K. (2005). Manage your human sigma. Harvard business re-view, 83(7), 106-14.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 39-50.
Frazer Winsted, K. (2000). Service behaviors that lead to satisfied customers. European Journal of Mar-keting, 34(3/4), 399-417.
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of mar-keting, 18(4), 36-44.
Grönroos, C. (2000). Service Management and Marketing – A Customer Relationship Management Ap-proach. Wiley, Chichester
Gupta, S., Lehmann, D. R., & Stuart, J. A. (2004). Valuing customers. Journal of Marketing Re-search, 41(1), 7-18.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Sci-ence, 40(3), 414-433.
Hair, J., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded as-sessment of PLS-SEM in information systems research. Industrial Management & Data Sys-tems, 117(3), 442-458.
Helgesen, Ø., & Nesset, E. (2007). What accounts for students' loyalty? Some field study evi-dence. International Journal of Educational Management, 21(2), 126-143.
Hennig‐Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737-764.
Hennig-Thurau, T., Langer, M. F., & Hansen, U. (2001). Modeling and managing student loyalty: An ap-proach based on the concept of relationship quality. Journal of Service Research, 3(4), 331-344.
Henseler, J. & Dijkstra, T. K. (2015). ADANCO 2.0. Kleve: Composite Modeling. http://www.compositemodeling.com
Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: up-dated guidelines. Industrial Management & Data Systems, 116(1), 2-20.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing (pp. 277-319). Emerald Group Publishing Limited.
IBM Global Services (2006). CRM: the myth vs. the new agenda, executive brief, IBM Global Services, available at: www-1.ibm.com/services/us/index.wss/multipage/imc/ex ecu-tivebrief/a1008913/1?cntxt=a1005261 (accessed Febuary 20, 2017).
Kheiry, B., Rad, B. M., & Asgari, O. (2012). University intellectual image impact on satisfaction and loy-alty of students (Tehran selected universities). African Journal of Business Management, 6(37), 10205.
Kuo, Y. K., & Ye, K. D. (2009). The causal relationship between service quality, corporate image and adults' learning satisfaction and loyalty: A study of professional training programmes in a Taiwanese vocational institute. Total Quality Management, 20(7), 749-762.
Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): a qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52.
Lau, R. S. (2000). Quality of work life and performance–An ad hoc investigation of two key elements in the service profit chain model. International Journal of Service Industry Management, 11(5), 422-437.
Lee, J. & Anantharaman, S. (2015). MBA students’ engagement behaviour and its implication on student loyalty. International Academy of Marketing Studies Journal, 19(2), 103–117
Lloyd, A. E., & Luk, S. T. (2011). Interaction behaviors leading to comfort in the service encoun-ter. Journal of Services Marketing, 25(3), 176-189.
MacKenzie, S. B., & Podsakoff, P. M. (2012). Common method bias in marketing: causes, mechanisms, and procedural remedies. Journal of Retailing, 88(4), 542-555.
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and cus-tomer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Market-ing, 35(3), 540-556.
McMullan, R., & Gilmore, A. (2008). Customer loyalty: an empirical study. European Journal of Market-ing, 42(9/10), 1084-1094.
Mechinda, P., & Patterson, P. G. (2011). The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting. Journal of Services Market-ing, 25(2), 101-113.
Mohamad, M., & Awang, Z. (2009). Building corporate image and securing student loyalty in the Malay-sian higher learning industry. The Journal of International Management Studies, 4(1), 30-40.
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspec-tive. International Journal of Hospitality Management, 18(1), 67-82.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Philip, G., & Hazlett, S. A. (1997). The measurement of service quality: a new PCP attributes mod-el. International Journal of Quality & Reliability Management, 14(3), 260-286.
Pitta, D., Franzak, F., & Fowler, D. (2006). A strategic approach to building online customer loyalty: inte-grating customer profitability tiers. Journal of Consumer Marketing, 23(7), 421-429.
Reichheld, F. F. (2003). The one number you need to grow. Harvard Business Review, 81(12), 46-55.
Reichheld, F. F., & Sasser, W. E. (1990). Zero Defeofions: Quoliiy Comes To Services.
Rojas-Méndez, J. I., Vasquez-Parraga, A. Z., Kara, A. L. I., & Cerda-Urrutia, A. (2009). Determinants of student loyalty in higher education: A tested relationship approach in Latin America. Latin American Business Review, 10(1), 21-39.
Ruiz, B., García, J. A., & Revilla, A. J. (2016). Antecedents and consequences of bank reputation: a com-parison of the United Kingdom and Spain. International Marketing Review, 33(6), 781-805.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
Sembiring, M. G. (2013). Determinants of students' loyalty at Universitas Terbuka. Asian Association of Open Universities Journal, 8(1), 47-59.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchang-es. Journal of Marketing, 66(1), 15-37.
Soteriou, A. C., & Stavrinides, Y. (2000). An internal customer service quality data envelopment analysis model for bank branches. The International Journal of Bank Marketing, 18(5), 246-252.
Spector, P. E. (2006). Method variance in organizational research: truth or urban legend?. Organizational Research Methods, 9(2), 221-232.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quali-ty and satisfaction. Journal of Retailing, 72(2), 201-214.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1997). Retail service quality and perceived value: A comparison of two models. Journal of Retailing and Consumer Services, 4(1), 39-48.
Tantakasem, P. & Lee, S. (2007). Service quality and the customer satisfaction chain in the Thai banking industry. Available at: www.bu.ac.th/knowledgecenter/epaper/jan_june2008/Piti.pdf
Thomas, S. (2011). What drives student loyalty in universities: An empirical model from In-dia. International Business Research, 4(2), 183.
Tinto, V. (1975). Dropout from higher education: A theoretical synthesis of recent research. Review of Educational Research, 45(1), 89-125.
Tinto, V. (1993). Leaving College: Rethinking the Causes and Cures of Student Attrition. 2nd ed. Chicago: University of Chicago Press
Treacy, M., & Wiersema, F. (1993). Customer intimacy and other value disciplines. Harvard Business Re-view, 71(1), 84-93.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship mat-ter?. Journal of the Academy of Marketing Science, 30(3), 202-216.
Vijayvargy, L. (2014). Measuring service quality using SERVQUAL: A case of restaurant chain. International Journal of Management and Innovation, 6(2), 60.
Reinartz, W., & Kumar, V. I. S. W. A. N. A. T. H. A. N. (2002). The mismanagement of customer loyal-ty. Harvard Business Review, 80(7), 86-95.
Xu, Y., & Van der Heijden, B. (2005). The employee factor in the service-profit chain framework: A study among service employees working within a leading Chinese securities firm. Journal of Interna-tional Consumer Marketing, 18(1-2), 137-155.
Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and pas-sion: Roles of customer–firm affection and customer–staff relationships in services. Journal of mar-keting research, 45(6), 741-756.
Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-based services and service quality in consumer bank-ing. International Journal of Service Industry Management, 13(1), 69-90.