Quality of Banking Services & Customer Retention: Moderated by Relationship Characteristics
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2017, Vol 7, Issue 2
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
- EP ID EP603213
- DOI 10.6007/IJARBSS/v7-i2/2633
- Views 78
- Downloads 0
Social Media and Lesbians in Malaysia
A lesbian refers to a woman who is attracted to those of the same sex, i.e. other females. In Malaysia, lesbian relationships are a serious offence that could result in a jail term of up to 20 years as well as caning. Du...
Accounts of Discrimination: A Phenomenological Study of Afghan Refugees in Pakistan
Refugees are considered one of the vulnerable groups of society. Generally, they face discrimination, isolation, marginalization, and rejection from residents and authorities of the host country. This paper is an attempt...
Effects of Leadership Style on Quality Attention: The Mediating Role of Quality Awareness
The current study aimed at understanding the mediating factor that quality awareness plays between leadership styles and quality attention. The study employed the questionnaire as the quantitative tool and the interviews...
Audit Committee and Banking System Stability: A Conceptual Framework
The functioning of board committees in Nigerian banks has generated interests in recent times. Concerns have been raised on the effectiveness of these committees especially their roles in the promotion of stable banks. O...
Private and Public Sector: Conflicts and Resolution – HRM Practice in Saudi Arabia
The foundation of an organization is to combine the dynamism and knowledge of diverse people. Often such combinations may result in conflicts too. To take advantage of joint work requires con?ict management. In this pape...