1、3000 英文单词， 1.7 万英文字符 ，中文 5000 字 文献出处： Rasheed F A, Abadi M F. Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries J. Procedia - Social and Behavioral Sciences, 2014, 164:298-304. Impact of service quality, trust and perceived value on customer loy
2、alty in Malaysia services industries Firend A. Rasheed, Masoumeh F. Abadi Abstract The purpose of this study is to investigate the effect of service quality, trust and customer perceived value on customer loyalty in the Malaysia services sector. The research examines three factors of service quality
3、, trust and perceived value by customers in the banking, insurance, and telecommunications industry. A quantitative approach was employed to measure the relationships between the variables of the study. Statistical tests included descriptive statistics, internal consistency, reliability, validity, c
4、orrelation and regression were conducted to determine the relationship and to validate the study. The study found that there is positive relationship between service quality and trust, service quality and perceived value, trust and customer loyalty and perceived value and customer loyalty. Consequen
5、tly, based on findings, service quality, trust and perceived value are considered to be antecedents of customer loyalty. Keywords: Service quality; perceived value; customer loyalty; Malaysia 1. Introduction Copacino (1997) asserts that companies can decrease their operating cost, overall expenses a
6、nd increase their profit by having loyal customers. Copacino also concluded that that five percent reduction in the number of customers may decrease firms profits by as much as 50 percent or more. In contrast, an improvement of five percent in loyalty and customer retention, may lead to upturn from 25 percent to 75 percent in the companys profit (Reichheld & Sasser, 1990). Some evidence by Wills (2009) suggest that the expense of gaining new customers may cost c ompanies to spend five tim
