Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector

Al-Slehat, Zaher Abdel Fattah

doi:10.5539/ibr.v14n4p58

Cited by 6 publications

(2 citation statements)

References 28 publications

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“…They are more likely to be loyal when they are satisfied with the service provided (Hamzah et al, 2017). More satisfied customers lead to higher retention rate (Al-Slehat, 2021). Success of a commercial bank depends on the ability to give what customers desire or even beyond their expectation.…”

Section: Customer Satisfactionmentioning

confidence: 99%

What motivated Malaysians in banking with the service provider in the post COVID-19 pandemic era?

Chan

Yen

2023

IPBSS

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The fierce competitive environment in Malaysian banking industry has pressured the service providers into focusing on the improvement of their customers loyalty.This study aims to examine the antecedents of customer satisfaction to promote customer loyalty. This study adapted SERVQUAL model to explain the influencing factors. Hundred and one valid and reliable responses were used for data analysis. The findings suggested positive relationships between tangibility, assurance, and empathy on customer satisfaction. The relationship between customer satisfaction and customer loyalty is significantly positive. Contrary to previous findings, responsiveness and reliability are not significant in explaining customer satisfaction. This study is one of the very few studies in Malaysia and Asia to propose effective measures to enhance customer satisfaction and loyalty post COVID-19 pandemic era.

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Section: Customer Satisfactionmentioning

confidence: 99%

What motivated Malaysians in banking with the service provider in the post COVID-19 pandemic era?

Chan

Yen

2023

IPBSS

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“…According to Kotler & Keller, (2016) product quality is the ability of goods to provide results or performance that match or can even exceed what is desired by consumers. Coffee shops in Indonesia have problems with product quality, such as coffee product packaging that is easily damaged, product packaging that is designed almost the same, and many coffee shops still use plastic packaging because it is not environmentally friendly (Yosepha, 2021)It can be seen that the factors that influence purchasing decisions are service quality and price (Al-Slehat, 2021).…”

Section: Introductionmentioning

confidence: 99%

Influence of Product Quality, Price, and Promotion on Coffee Consumer Purchase Decissions Case Study: (Coffee Shop in Indonesia)

Proceedings of the International Conference on Industrial Engineering and Operations Management

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The growth of coffee drinkers has an impact on increasing the number of coffee shops in Indonesia. These conditions lead to competition between coffee shops to attract consumer interest. Coffee shop strategies determine pricing policies, build good product quality, and attractive promotions for research. This study aims to determine the effect of product quality, price, and promotion on consumer purchasing decisions for coffee at a coffee shop in the city of Indonesia. This study uses a quantitative method with a cross-sectional survey model. The sampling technique used is probability sampling, with a population of 38,000 residents of Indonesia from the age of 17 to 35 years and a total sample of 100 respondents. The data analysis technique is used in SPSS software. This research concludes that product quality, price, and promotion have a simultaneous and significant effect on purchasing decisions.

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Revisiting the delight–loyalty link in a retail banking context – an emerging market perspective

Roberts-Lombard,

Makanyeza,

Jaiyeoba

et al. 2024

AJEMS

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PurposeThis study uses relationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of perceived employee service delivery skills, perceived value and trust in the relationships between delight, affective commitment, calculative commitment and loyalty.Design/methodology/approachA descriptive research approach was applied, and the data were collected from 332 retail banking customers in an emergent market who are overall satisfied with their bank. A self-administered questionnaire collected data from 332 respondents who adhered to the stipulated requirements to participate in the study. These respondents were selected through purposive and convenience sampling. The constructs’ interrelationships were analysed via structural equation modelling. The measurement and structural models were also assessed.FindingsAffective and calculative commitment and delight impact loyalty. Both affective commitment and calculative commitment were found to mediate the relationship between delight and customer loyalty.Research limitations/implicationsThe study enhances an understanding of the role of affective and calculative commitment in strengthening the delight–loyalty link from a relationship marketing theory perspective.Practical implicationsThe study provides guidance to the retail banking industry in emerging markets on the importance of affective and calculative commitment in strengthening the delight–loyalty link. It further informs retail banks of the need to provide banking customers with products and service value that exceed their expectations to strengthen their future commitment and loyalty to their bank.Originality/valueGuided by relationship marketing theory, the role of affective and calculative commitment in mediating the delight–loyalty link in an emerging market context is uncovered.

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Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector

Cited by 6 publications

References 28 publications

What motivated Malaysians in banking with the service provider in the post COVID-19 pandemic era?

What motivated Malaysians in banking with the service provider in the post COVID-19 pandemic era?

Influence of Product Quality, Price, and Promotion on Coffee Consumer Purchase Decissions Case Study: (Coffee Shop in Indonesia)

Revisiting the delight–loyalty link in a retail banking context – an emerging market perspective

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