Quality of Banking Services & Customer Retention: Moderated by Relationship Characteristics

Abstract

A variety of factors have been identified as potentially increasing or improving customer retention rates. But this research study examined to analyze the moderating impact of overall customer’s relationship characteristics between the service quality and customer retention in collective. Respondents would be the users of a bank. Sample size of this research study is 500. The positivist research philosophy approached is used as the structured questioner was developed and distributed for the data collection. Personal administrated questionnaire was distributed and collect the questionnaire from them. Customer relationship characteristics have a moderating role on the relationship of service quality (overall) provided by the banks on the customer retention cannot be rejected. , relationship characteristic emerges as an important element towards the customer retention, which means that the managers would have to be more careful in the dealing of the customers which are using the service provider’s product from a long time, or in more frequency & usage and are using the several products of the same service providers.

Authors and Affiliations

Zahra Idrees, Xia Xinping

Keywords

Related Articles

The Development of a Soil Erosion Risk Map for Perak, Malaysia

Soil erosion in the state of Perak has long been identified as a problem, and soil erosion due to water is one of the main causes of land degradation in this state. If this problem is not seriously addressed, it will res...

The Effect Of Human Resources Management Models On Employees’ Perception Of Their Managers’ Humor Styles

Effective management of human, which is the most important resource of organizations, leads to increasing overall performance of the organization and thus gaining competitive advantage. In addition to this, watching empl...

Theoretical Framework of Predictors Volunteering Behavior

Youth are human capital used by a nation for a long term investment. Youth play important role in shaping the future of politics, economy and society in Malaysia.Volunteers devoted to their life to help others regardless...

Obstacles, Resistance and Impact of Change in Organizations: An Examination of the Saudi Telecommunication Company (STC)

This study examines the obstacles, resistance and impact of change in organizations. Taking the Saudi Telecommunication Company (STC) as the unit of analysis and utilizing descriptive analytic approach, we investigated t...

An Overview on Intangible Cultural Heritage In Malaysia

Malaysia is a country of many races and cultures. Melaka and George Town are among them which reflect the encounter on cultural elements of the Malay Archipelago, India, China and Europe that created a culture, architect...

Download PDF file
  • EP ID EP603213
  • DOI 10.6007/IJARBSS/v7-i2/2633
  • Views 80
  • Downloads 0

How To Cite

Zahra Idrees, Xia Xinping (2017). Quality of Banking Services & Customer Retention: Moderated by Relationship Characteristics. International Journal of Academic Research in Business and Social Sciences, 7(2), 205-217. https://europub.co.uk/articles/-A-603213