Advances in Business-Related Scientific Research Conference 2014 in Milan , 2014-12-10

Title : ( AN EXAMINATION ON RELATIONS BETWEEN CUSTOMER LOYALTY AND SERVICE QUALITY USING MEDIATING ROLE OF RELATIONSHIP QUALITY )

Authors: Mostafa Kazemi , امیر حسین باقریه مشهدی ,

Citation: BibTeX | EndNote

Nowadays customer loyalty is a necessity for suitable reaction to the intensive competition of modern banking environment in which service quality and relationship quality are vital factors to enhance customer loyalty. Therefore, in this paper is an attempt to examine relations between customer loyalty and service quality using mediating role of relationship quality. This study is applied research and descriptive - correlation in terms of purpose and methodology. The data collected by questionnaire that has appropriate validity and reliability and it is use structural equation model (SEM) and Smart-PLS to analyse hypothesis. Because of increasing growing of services and marketing practices in banking sector, the results of this study can utilize to develop and strength marketing literature in banking industry. Briefly, the results represent relationship quality has a positive and significant impact on customer loyalty. Moreover, higher service quality leads to higher customer loyalty and it is enhanced by relationship quality as mediator.

Keywords

, Service Quality, Relationship Quality, Customer
برای دانلود از شناسه و رمز عبور پرتال پویا استفاده کنید.

@inproceedings{paperid:1045512,
author = {Kazemi, Mostafa and امیر حسین باقریه مشهدی},
title = {AN EXAMINATION ON RELATIONS BETWEEN CUSTOMER LOYALTY AND SERVICE QUALITY USING MEDIATING ROLE OF RELATIONSHIP QUALITY},
booktitle = {Advances in Business-Related Scientific Research Conference 2014 in Milan},
year = {2014},
location = {میلان, ITALY},
keywords = {Service Quality; Relationship Quality; Customer Loyalty},
}

[Download]

%0 Conference Proceedings
%T AN EXAMINATION ON RELATIONS BETWEEN CUSTOMER LOYALTY AND SERVICE QUALITY USING MEDIATING ROLE OF RELATIONSHIP QUALITY
%A Kazemi, Mostafa
%A امیر حسین باقریه مشهدی
%J Advances in Business-Related Scientific Research Conference 2014 in Milan
%D 2014

[Download]