Recent policy changes, globalization and competition have called for the application of marketing models in the management of the higher educational institutions around the world. This study conceptualizes and empirically validates a model exploring the relationship between key relational constructs and customer loyalty among university students. A sample of 416 Nigerian university students was taken through multi-stage cluster sampling procedure. Partial Least Squares structural equation modelling was employed to analyse the data. Results suggest that the constructs of bonding, communication and personalization have significant effect on student satisfaction and trust which in turn predict student loyalty. Further, individual student long term orientation has moderating effect on the path between satisfaction and loyalty as against the path between trust and loyalty Theoretical and practical implications of the study were discussed and a conclusion drawn.

Abstract. This study examines the relationships that exist between quality municipal service and citizen satisfaction. This paper is, therefore, an examination of Relationship between quality Municipal Service and citizen satisfaction in Batu Pahat, Malaysia. It argues that the constitutional mandate of local council in terms of "function performance" has not been translated into reality in many occasions. Hypothesis was postulated for the study. The methodology adopted is quantitative in nature, 100 questionnaires were administered and 89 were retrieved. Systematic random sampling technic was used to retrieve the respondents' responses. This study applies SPSS statistical tests and AMOS version 23 and Structural Equation Modeling (SEM) software was used for further analysis. The relationship between these two constructs was then evaluated. The findings in this paper are that quality municipal services have direct effect on citizen satisfaction. The paper shows that, on average quality municipal service enhanced citizen satisfaction. The paper has developed valid and reliable constructs that can be used to measure the effect of quality municipal services on citizen satisfaction with municipal council service delivery. Thus, the paper concludes and recommends that municipal council must attempt to overcome the challenges that have by-passed their performance. The study recommends that there is needs for local municipal to strategies to makes the local council more robust for enhancing the lives of inhabitants and to foster good relationship between the management and local people in the study area. The study also gives recommendation to municipal council to strategies on other factors to enhance citizen welfare.

In spite of consolidation of Nigerian retail banks, the industry is still embattled by customer complaints, lost of customer confidence and loyalty erosion. Extant literature has amply reported the associations between relational dynamics of trust, bonding, customer satisfaction and customer loyalty. However, these reports are contradictory and thus, inconclusive. Meanwhile, literature has argued extensively on the influence of cultural values on customer decision making and buying behaviour. Yet, very little is known of the interaction effect of long-term orientation on the link between trust, bonding and customer satisfaction in retail banking sector. Similarly, while several studies have documented the significant effect of customer complaints on customer loyalty, there is no noticeable research evidence on the intervening effect of service recovery on the relationship between the independent and the dependent variables. To fill these gaps, this conceptual paper is written.

In the last three decades, ample empirical studies have reported the significant association between customer satisfaction, customer complaints and customer loyalty in retail banking. However, the findings of such studies are far from conclusive. Initially, interviews and extensive literature review were undertaken to understand the linkages among the constructs. Anecdotal and empirical evidence indicate direct associations between the independent, mediating and the dependent variables. But, the intervening effect of service recovery is neglected by past studies. Thus, this conceptual paper proposes the mediation effect of service recovery on the relationship between customer complaints and customer loyalty in retail bankin. The insights provided by this paper can assist bank managers in addressing the issues of customer switching and loyalty erosion that embattle the banking industry.

Several studies in the field of relationship marketing (RM) have reported that trust and service personalization are significantly related to customer satisfaction and loyalty. Conversely, another set of studies have reported mixed findings. In the same vein, ample relational studies have argued that cultural values significantly impact customer perception and evaluation of services. Yet very little is known of the interaction effect of long-term orientation culture on the association between the independent, mediating and the dependent variables. To fill the gap, this conceptual paper proposes the moderating effect of long-term orientation culture on the impact of trust and personalization on customer satisfaction of bank services. However, the need for the researchers to empirically validate the conceptual model subsequently is felt. The insights provided by this paper can assist bank managers in addressing the issues of customer dissatisfaction and loyalty erosion that embattle the banking industry through a market segmentation strategy that recognizes the differences in the individual customer value orientation.