In terms of the relationship between customer satisfaction and customer retention, the findings demonstrated that
customer satisfaction has a positive influence on customer retention. The same result was found by Danesh et al.
(2012). Moreover, Boonlertvanich (2011) regarded re-purchase intention and word-of-mouth as sub-dimensions of
customer loyalty and indicated that customer satisfaction is a key driver to increase these aspects. Finally, consistent
with Ahmed et al. (2010), this study found that customer satisfaction mediates the relationship between service
quality and customer retention.