Purpose – This paper seeks to examine how customer expectations, perceived service quality and satisfaction predict loyalty among bank customers in Nigeria. Design/methodology/approach – A survey research was conducted that included qualitative technique to explore customers' expectations...

Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to remain with their main bank short‐term (in the next six months) and long‐term (from six...

Purpose – Corporate image, perceived service quality, trust and customer switching costs are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word‐of‐mouth effect. Also we know that the cost of selling to new customers is...

Purpose – The purpose of this paper is to consider the dynamics of customer education by exploring the relationship between education and customer expertise and their combined effects on customer loyalty in a high involvement investment services context. The paper also considers the service...

Purpose – Very little research has investigated the effects of service quality dimensions on customer loyalty. Also, up to now, no research has investigated the direct effect of expertise on loyalty and the moderating effect of expertise on the link between satisfaction and loyalty. This paper...

Purpose – This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services. Design/methodology/approach – A research model was designed to identify multi‐dimensions of mobile service quality and perceived value, and investigate their...

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and service quality on customer satisfaction and repurchase frequency. In this study, we model the relationships between...

Purpose – The purpose of this study is to examine consumer perceptions of their shopping experience in a retail environment. Design/methodology/approach – Based on the literature, a model of relationship strength is developed and empirically tested with a sample of consumers in a chain...

Purpose – Despite having been widely studied in traditional (bricks‐and‐mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only limited attention in the context of e‐services. This paper sets out to empirically test the following set of...

Purpose – Using the concept of loss aversion, this paper aims to investigate the relationship between service quality and customer loyalty in the home delivery industry. The second purpose of this paper is to investigate the moderating effect of service convenience in the relationship between...