CUSTOMER RELATIONSHIPS IN BANKING: DOES RELATIONSHIP STRENGTH INFLUENCE RELATIONSHIP QUALITY AND OUTCOMES?
الملخص
This study investigates how customer-bank relationship strength dimensions, reflected by relationship length, depth and width, influence the associations between customer-perceived relationship quality and relational outcomes in retail bank service industry. To date, it’s still unclear whether relationship strength could contribute to, or detract from, customer relationship quality and outcome. A total of 2,029 bank customers in Kuwait are surveyed and data collected is analyzed using PLS-SEM modeling to validate the proposed conceptual framework followed by Multi-Group Analysis to test study hypotheses. Obtained findings show that the linkages between relationship quality components (satisfaction, trust and commitment) and relational outcomes (loyalty and Word-of-Mouth) are affected by the level of relationship length and depth, while relationship width only influenced the association between satisfaction and relational quality. The inclusion of relationship strength that represents past customer behavior provides a more accurate and comprehensive view of the dynamics of the interrelationship between key antecedents and consequences of relationship marketing in the retail banking industry
المجموعات
- 2020 - Volume 23 - Issue 1 [4 items ]
وثائق ذات صلة
عرض الوثائق المتصلة بواسطة: العنوان، المؤلف، المنشئ والموضوع.
-
Sorting Out the Myths from the Facts: Commentary on Yasemen Adali et al. (2018) article " The Relationship Between Histopathologic Findings and Body Mass Index in Sleeve Gastrectomy Materials "
Saafan T.; El Ansari W. ( Springer New York LLC , 2019 , Article)[No abstract available] -
The relationship between sleep duration and health status in Qatar’s population
Al-Thani, Maryam A.; Khaled, Salma M. ( Elsevier , 2020 , Article)Knowledge of sleep duration correlates is limited to developed countries with a lack of studies in the Eastern Mediterranean Region (EMR). Qatar is a rapidly developing country in the EMR with three distinct population ... -
Assessment of Urban Heat Islands Based on the Relationship Between Land Surface Temperature and Land Use/Land Cover in Greater Doha
Siddiqui, Simil Amir ( Qatar University Press , 2020 , Poster)Urban heat islands (UHI) are areas with elevated temperatures occurring in cities compared to surrounding rural areas. This study realizes the lack of research regarding the trends of UHIs in desert countries and focuses ...