The Service Triangle Model and Customer Loyalty in the Financial Services Sector: the Mediation of Service Quality

The elements of the service marketing triangle model are empirically found to influence customer loyalty, the mediation of service quality. In this paper, the service triangle model and customer loyalty in the financial services sector of Ghana, the mediation of service quality were examined. Probability sampling techniques were used to select 384 each of customers and employees from banks, non-bank financial institutions, microfinance institutions and insurance companies. Data analysis was done using Pearson's correlation test, partial correlation test and Stepwise Multiple Linear Regression analysis. Findings revealed that customer loyalty practice is significantly positively related to service quality (r =.845, p