“…Increasing the service quality enhances customer satisfaction, which ultimately retains valued clientele. This effect of service quality has been found for retail banking (Krishnamurthy, SivaKumar, & Sellamuthu, 2010; Mittal & Gera, 2012), the restaurant industry (Qin & Prybutok, 2008; Tam, 2004), lodging industry (Olorunniwo, Hsu, & Udo, 2006), and in telecommunications companies (Song, Lee, & Lee, 2013).…”