The Impact of Trust, Communication, Commitment and Conflict Handling on Customer Loyalty : An Empirical Evidence from Banks in Lahore, Pakistan

2017 ◽  
Vol 6 (9) ◽  
pp. 32-38
Author(s):  
Naima Andleeb
Keyword(s):  
Empirical Evidence ◽  
Customer Loyalty ◽  
Conflict Handling ◽  
The Impact

scholarly journals Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

2012 ◽  
Vol 4 (4) ◽  
pp. 159-167 ◽  
Author(s):  
Mohsin Zafar ◽  
Aasia Asif . ◽  
Ahmed Imran Hunjra . ◽  
H. Mushtaq Ahmad .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking Services ◽  
Banking Relationships ◽  
Conflict Handling ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

scholarly journals The Impact of Relationship Marketing on Customer Loyalty at Plaza Toyota Workshop Bandung

2021 ◽  
pp. 56-70
Author(s):  
Putri Yuliastuti
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Quantitative Approach ◽  
The Other ◽  
Independent Variables ◽  
Conflict Handling ◽  
Customer's Loyalty ◽  
The Impact ◽  
Index Calculation ◽  
Average Index

This research was conducted to study the impact of relationship marketing on customer loyalty in a form of service consistency provided by the Plaza Toyota Workshop Bandung to its customers. This research used 4 (four) independent variables (customer’s trust, service commitment, service communication and conflict handling) on to the dependent variable (customer loyalty). This research was conducted on customers of the Plaza Toyota Workshop Bandung who routinely use auto repair services at the workshop. This research used a quantitative approach to understand and define the variables standing that are studied in this research and the influence between one variable and another. The data collecting technique used in this research is by distributing questionnaires to 100 samples. The results showed that customer’s trust gave zero impact in gaining customer loyalty. Meanwhile, service commitment, service communication, and conflict handling are in some ways correlated with customer’s loyalty. According to the results of the analysis which based on the results of the average index calculation, customers have no doubt about the indicators that build their trust to the Plaza Toyota Workshop Bandung, in other word, customers automatically trust Plaza Toyota Workshop Bandung. While the other three variables have influence. And the indicators of these three variables can be used as a prove based on the results of the item ranking questions. Based on these results, Plaza Toyota Workshop Bandung must be more focused on developing these three variables in order to build customer loyalty.

scholarly journals The Impact of Relationship Marketing Strategy in Indonesia Retail Industries

2016 ◽  
Vol 7 (2) ◽  
pp. 143 ◽  
Author(s):  
Freddy Pandapotan Simbolon
Keyword(s):  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Service Industry ◽  
Relevant Literature ◽  
Service Industries ◽  
The Body ◽  
Body Of Knowledge ◽  
Conflict Handling ◽  
The Impact

This research aimed to examine the impact of relationship marketing strategy on customer loyalty in Indonesia’s retail industries. A questionnaire derived from previous studies and the relevant literature was completed by 182 retail customers in Jakarta. Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing (trust, commitment, communication, and conflict handling). The two variables (trust and commitment) had a significant effect and predicted a good proportion of the variance in customer loyalty. Moreover, they were significantly related to one another. The relationships investigated in this study deserved further research. Since the data analyzed were collected from one sector of the service industry in one region, more studies were required before general conclusions can be drawn. It is reasonable to conclude, on this evidence, that customer loyalty can be created, reinforced, and retained by marketing plans aimed at building trust, demonstrating a commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently, reinforces and refines the body of knowledge relating to customer loyalty in service industries.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

2020 ◽  
Author(s):  
Sajjad Ahmad Afridi ◽  
Asad Shahjehan ◽  
Maqsood Haider ◽  
Dr Uzma Munawar
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Service Sector ◽  
Mediating Effect ◽  
First Line ◽  
Private Hospitals ◽  
Proposed Model ◽  
Confirmatory Factor ◽  
The Impact ◽  
Significant Moderator

This study examined the impact of employee empathy on customers’ advocacy directly and indirectly through customers’ loyalty. Moreover, the interacting effect of customers’ trust was verified between the association of customers’ loyalty and advocacy. The attributes of the proposed model were examined in the context of first line employee and patients’ interactions. A total of 220 responses were collected for analysis from the private hospitals of Peshawar. The model fitness was confirmed through confirmatory factor analysis and hypotheses were examined. Findings confirmed the positive and significant impact of employee empathy on customers’ advocacy. Further, the mediating effect was examined and found that loyalty partially mediates employee empathy and customers’ advocacy. Additionally, trust was found a significant moderator between the association of customer loyalty and advocacy. Furthermore, findings revealed that trust based loyalty significantly and positively mediates employee empathy and customers’ advocacy. Findings of the present study provide understanding for the service sector, particularly in healthcare, to enhance customers’ loyalty, advocacy, and trust through service employee’s empathic aptitude. Keywords: Employee empathy, Service Eco-system, Customers’ Loyalty, Customers’ Advocacy, Trust-Based Loyalty, Healthcare, S-D Logic

Investigating The Impact Of E-CRM On Customer Loyalty: A Case Of B2B (Business To Business Zain’s Customers) In Zain Company In Jordan

2017 ◽  
pp. 9
Author(s):  
محمد سليم الشورة ◽  
عماد علي سلامة الكساسبه ◽  
رولا عبدالقادر رباعي
Keyword(s):  
Customer Loyalty ◽  
The Impact ◽  
Business To Business
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