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EVALUATING THE IMPACT OF BANKING SERVICES QUALITY ON CUSTOMER LOYALTY IN CREDIT EUROPE BANK (ROMANIA)
Bente, Corneliu; Bente, Florina Maria - In: Theoretical and Applied Economics 3(580)(supplement) (2013) 3(580)(supplement), pp. 557-562
The main concern of credit institutions in Romania should be to maintain the portfolio of clients. Long-term cooperation relations between a bank and its customers represent the proof of the bank's efforts in providing quality services that meet consumer demands. Moreover, keeping existing...
Persistent link: https://www.econbiz.de/10011004854
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Developing student satisfaction perception model for public and private universities in Malaysia
Bekhet, Hussain Ali; AL-Alak, Basheer A.; El-Refae, … - In: International Journal of Economics and Business Research 7 (2014) 4, pp. 404-418
-administered questionnaire for this purpose. The development of a holistic model for student satisfaction perceptions and loyalty would help to …
Persistent link: https://www.econbiz.de/10010795459
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CONCEPTS OF SERVICE QUALITY MEASUREMENT IN BANKS
Corneliu, Bente - In: Annals of Faculty of Economics 1 (2012) 2, pp. 889-894
. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five …
Persistent link: https://www.econbiz.de/10010617397
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Bangladeshi mobile banking service quality and customer satisfaction and loyalty
Sagib, Ghosh Kumar; Zapan, Barua - In: Management & Marketing 9 (2014) 3
The rapid increase in the number of mobile phone users and the growing popularity of mobile banking services in Bangladesh had a twofold outcome: it allowed financial institutions to tap into the areas of the market previously untouched by banking services, but it also brought along for their...
Persistent link: https://www.econbiz.de/10011158643
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Study of Customer Relationship Marketing Practices in Organised Retailing in Food and Grocery Sector in India: An Empirical Analysis
Prasad, Ch. J. S.; Aryasri, A. R. - In: Vision 12 (2008) 4, pp. 33-43
relationship quality and customer loyalty from an empirical analysis in the context of changing trends in food and grocery … relationship quality and behavioural outcomes such as customer loyalty. The study further examines an influence of the relationship … quality on customer loyalty. This study is purely based upon the primary data and necessary secondary data to reinforce the …
Persistent link: https://www.econbiz.de/10011137535
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An Estimation of the Influence of Relational Factors on Loyalty
Ioana, Petruºcã Claudia - In: Ovidius University Annals, Economic Sciences Series XII (2012) 1, pp. 1080-1085
customer loyalty. Following the above introduction of describing the significance of customer loyalty, this article discusses … the conceptualisation of relational determinants of loyalty within the three common approaches used in the loyalty … research hypotheses that emphasize the connections between relational determinants of loyalty. This discussion is then followed …
Persistent link: https://www.econbiz.de/10010632069
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Customer participation and citizenship behavior effects on turnover intention
Revilla-Camacho, María Ángeles; Vega-Vázquez, Manuela; … - In: Journal of Business Research 68 (2015) 7, pp. 1607-1611
Recent marketing literature highlights customer participation role in service delivery. Prior research focuses on the organization and employees. However, no studies analyze this role's consequences for customers' turnover intention. This study presents two hypotheses relating participation...
Persistent link: https://www.econbiz.de/10011264168
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Customer value co-creation behavior: Scale development and validation
Yi, Youjae; Gong, Taeshik - In: Journal of Business Research 66 (2013) 9, pp. 1279-1284
This investigation reports a series of four studies leading to the development and validation of a customer value co-creation behavior scale. The scale comprises two dimensions: customer participation behavior and customer citizenship behavior, with each dimension having four components. The...
Persistent link: https://www.econbiz.de/10010666030
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Marketing Models of Service and Relationships
Rust, Roland T.; Chung, Tuck Siong - In: Marketing Science 25 (2006) 6, pp. 560-580
Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...
Persistent link: https://www.econbiz.de/10008787949
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Re-Conceptualizing Value-Creation From Industrial Business Logic to Service Business Logic
Pekka, Helle - Hanken Svenska Handelshögskolan - 2010
There is an urgent interest in marketing to move away from neo-classical value definitions suggesting that value creation is a process of exchanging goods for money.<p> In the present paper, value creation is conceptualized as an integration of two distinct, yet closely coupled processes. First,...</p>
Persistent link: https://www.econbiz.de/10009369222