Service quality, satisfaction and loyalty in retail- banking


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The structure i propose should be as follow:
Section 1
Abstract ( i need abstract ?)
1. Introduction
1.2 background information
1.3 Research Justification
1.4 Research objectives
1.5 Research structure
Section 2 / Literature Review
This could follow the structure proposed but you need to improve it. Make it coherent and lead to the discussion section.It should evaluate the lit.
Section 3
3 Discussion
The relationship between SERVQUAL and satisfaction is well studied. However, the direct and indirect relation between service quality dimensions and loyalty is limited. Thus, i attempted to address this topic considering the relevance of service quality and satisfaction to customers loyalty.
(Critical thinking is needed here)
Section 4
conclusion



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