The Influence of Relationship Quality on Customer Loyalty in the Dual-Banking System in the Northern States of Peninsular Malaysia

Rahman, Maria Abdul; Ramli, Mona Fairuz

doi:10.1016/j.sbspro.2016.05.040

Cited by 17 publications

(22 citation statements)

References 21 publications

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“…The results of testing the hypotheses showed that online satisfaction, commitment, and trust have positive effects on online loyalty. These results are consistent with those reported in previous studies (Amin, 2016;Giovanis et al, 2015;Levy, 2014;Rahman & Ramli, 2016;Sharifi & Esfidani, 2014;Wang et al, 2015). In other words, increased customer commitment, satisfaction, and trust lead to greater loyalty to online banking in the long run.…”

Section: Evaluation Of Lifecycle Moderator Modelsupporting

confidence: 92%

“…Commitment is a key term for researchers and marketers who study online and web-based environments (Park & Kim, 2003;Ozen, 2015), online retailing (Rafiq et al 2013), internet shopping (Chung & Shin, 2010), e-banking (Mukherjee & Nath, 2007;Sanchez-Franco, 2009;Keating et al, 2011 ), and banking (Rahman & Ramli, 2016). Most of these studies have focused on the association between commitment, satisfaction, trust, loyalty, and intention to purchase/repurchase, among other things.…”

Section: Online Commitment and Online Loyaltymentioning

confidence: 99%

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Dynamics of Online Relationship Marketing: Relationship Quality and Customer Loyalty in Iranian banks

Garepasha

Aali

Zendeh

et al. 2020

RBGN

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Purpose-The purpose of this paper is to show the dynamics of relationship marketing in e-banking by examining the association between relationship quality and online customer loyalty at different stages of the relationship lifecycle. Design/methodology/approach-A sample of 651 customers of Iranian banks in East Azerbaijan Province who had used online banking services was selected for the study after completing a questionnaire. The research hypotheses were tested using structural equation modeling and the AMOS23 software. Findings-The results showed that the level of the customer relationship determines the effect of relationship quality on customer loyalty in e-banking. Specifically, the effect of online commitment on customer loyalty decreases over time. In addition, as the relationship develops between the customer and the business, the influence of online trust on loyalty increases. Originality/value-The main contribution of this paper is it enriches the relationship marketing literature with respect to the dynamics of relationships by challenging the effectiveness of relationship marketing, especially the use of the same relational constructs (online satisfaction, trust, and commitment) for customers at different stages of the relationship lifecycle.

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Section: Evaluation Of Lifecycle Moderator Modelsupporting

confidence: 92%

Section: Online Commitment and Online Loyaltymentioning

confidence: 99%

Dynamics of Online Relationship Marketing: Relationship Quality and Customer Loyalty in Iranian banks

Garepasha

Aali

Zendeh

et al. 2020

RBGN

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“…That is, commitment is the tendency toward continuing a relationship and ensuring its continuity (Rafiq et al, 2013). In their study, Rafiq et al (2013), Shin, Chunga, Ohb, and Leec (2013), Keating et al (2011), Ozen (2015), and Rahman and Ramli (2016) show that commitment has a positive effect on loyalty. Therefore, the research hypothesis is presented as follows:…”

Section: Commitment and Loyaltymentioning

confidence: 88%

“…In marketing literature, the concept of commitment is often considered in three different ways: emotional, normative, and computational (Bansal, Irving, & Taylor, 2004;Cater & Zabkar, 2009). Commitment has become relevant to researchers and marketers who study online and web-based environments such as online shopping (Ozen, 2015;Park & Kim, 2003), e-banking (Keating et al, 2011;Mukherjee & Nath, 2007;Sanchez-Franco, 2009), and banking (Rahman & Ramli, 2016). Most of these studies have focused on the association between commitment, satisfaction, trust, loyalty, and intention to purchase/repurchase, etc.…”

Section: Commitment and Loyaltymentioning

confidence: 99%

The Role of Organizational Leadership in Customer Loyalty through Managing Conflict between Employees and Customers

Aali¹,

Ibrahimi²,

Mirabi³

et al. 2020

IJOL

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The trends in the business world such as the transition to a service-based economy and the development of ICTs have significantly increased the importance of relationship-based loyalty for firms. In line with these changes, a long-term relationship with the customer has become a vital strategy in banking industry. The purpose of this paper is to show the role of organizational leadership in customer loyalty by examining the association between managing conflict, relationship quality and customer loyalty in banking services. In this respect, Agriculture bank of Iran was selected as the target population of the suggested theoretical model of this study and 417 customers of the bank have participated as the statistical samples to achieve the goals of this paper. Samples were selected using simple random sampling and research hypotheses were tested using structural modeling technique and AMOS software. The results showed that the managing conflict has an indirect and positive effect on customer loyalty through relationship quality. Furthermore, the managing conflict had a direct and positive effect on Trust, commitment, and customer satisfaction. In addition, an increase in trust, commitment and customer satisfaction with the bank led to increases in customer loyalty. Findings revealed that the organizational leadership by managing conflict between employees and customers can improve the quality of the customer-company relationship and lead to customer loyalty.

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“…Commitment has become relevant to researchers and marketers who study online and web-based environments (e.g. online shopping Park and Kim, 2003;Ozen, 2015), online retailing (Rafiq et al, 2013), internet shopping (Chung and Shin, 2010), e-banking (Mukherjee and Nath, 2007;Sanchez-Franco, 2009;Keating et al, 2011) and banking (Rahman and Ramli, 2016). Most of these studies have focused on the association between commitment, satisfaction, trust, loyalty and intention to purchase/repurchase, etc.…”

Section: Relationship Qualitymentioning

confidence: 99%

Relationship dynamics in customer loyalty to online banking services

Garepasha

Aali

Zendeh

et al. 2020

JIMA

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Purpose The purpose of this paper is to investigate the effect of service quality and relationship quality on customer loyalty in different stages of the relationship life cycle in online banking services. Design/methodology/approach A total of 651 Iranian online banking customers participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique. Findings The results showed that the relationship quality on customer loyalty in online banking services is affected by the relationship life cycle. The results also showed that online service quality, in the form of Utilitarian quality and Hedonic quality, has a positive effect both directly and indirectly on customer loyalty through online relationship quality. Research limitations/implications In this paper, the relationship dynamics was achieved through adding the relationship life cycle variable to the model. However, the study was a cross-sectional research and different results might be obtained if data was collected longitudinally. Practical implications In an online banking service, the role of relationship quality in the prediction of customer loyalty is reduced as the relationship ages. Therefore, marketers need to consider other marketing actions to continue their relationship with the customer in the long run. Originality/value This paper examines customer loyalty to online banking services from dynamic perspective by introducing relationship life cycle as a moderating variable for the first time. Therefore, the main contribution of this paper is to develop the relationship marketing literature in the field of relationship dynamics and to challenge the effectiveness of relationship marketing in the long run.

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The Influence of Relationship Quality on Customer Loyalty in the Dual-Banking System in the Northern States of Peninsular Malaysia

Cited by 17 publications

References 21 publications

Dynamics of Online Relationship Marketing: Relationship Quality and Customer Loyalty in Iranian banks

Dynamics of Online Relationship Marketing: Relationship Quality and Customer Loyalty in Iranian banks

The Role of Organizational Leadership in Customer Loyalty through Managing Conflict between Employees and Customers

Relationship dynamics in customer loyalty to online banking services

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