Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry

Purpose: The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also to investigate how relationship satisfaction is associated with negative word-of-mouth and re-patronage intentions, in...

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Main Authors: Muhammad, L., Mahadi, B., Hussin, N.
Format: Article
Published: Emerald Group Publishing Limited 2017
Subjects:
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author Muhammad, L.
Mahadi, B.
Hussin, N.
author_facet Muhammad, L.
Mahadi, B.
Hussin, N.
author_sort Muhammad, L.
collection ePrints
description Purpose: The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also to investigate how relationship satisfaction is associated with negative word-of-mouth and re-patronage intentions, in service recovery. Design/methodology/approach: A sample of 478 Pakistani banking industry clients, who registered a complaint to their bank recently, answered the survey. Variance-based partial least squares structural equation modeling was employed for data analysis. Findings: Results demonstrate that all three facets of social capital have a significant positive impact on relationship satisfaction. However, relationship satisfaction enhances customer re-patronage intentions and restrains negative word-of-mouth intentions. Practical implications: Findings are important for service firms, particularly for banks to adjust their service recovery strategies. Originality/value: The paper verified the influence of structural social capital, cognitive social capital and relational social capital on relationship satisfaction and tested the influence of relationship satisfaction on negative word-of-mouth and re-patronage intentions.
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institution Universiti Teknologi Malaysia - ePrints
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spelling utm.eprints-812692019-07-24T03:40:22Z http://eprints.utm.my/81269/ Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry Muhammad, L. Mahadi, B. Hussin, N. HD28 Management. Industrial Management Purpose: The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also to investigate how relationship satisfaction is associated with negative word-of-mouth and re-patronage intentions, in service recovery. Design/methodology/approach: A sample of 478 Pakistani banking industry clients, who registered a complaint to their bank recently, answered the survey. Variance-based partial least squares structural equation modeling was employed for data analysis. Findings: Results demonstrate that all three facets of social capital have a significant positive impact on relationship satisfaction. However, relationship satisfaction enhances customer re-patronage intentions and restrains negative word-of-mouth intentions. Practical implications: Findings are important for service firms, particularly for banks to adjust their service recovery strategies. Originality/value: The paper verified the influence of structural social capital, cognitive social capital and relational social capital on relationship satisfaction and tested the influence of relationship satisfaction on negative word-of-mouth and re-patronage intentions. Emerald Group Publishing Limited 2017 Article PeerReviewed Muhammad, L. and Mahadi, B. and Hussin, N. (2017) Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry. Asia Pacific Journal of Marketing and Logistics, 29 (5). pp. 1036-1054. ISSN 1355-5855 http://dx.doi.org/10.1108/APJML-10-2016-0193 DOI:10.1108/APJML-10-2016-0193
spellingShingle HD28 Management. Industrial Management
Muhammad, L.
Mahadi, B.
Hussin, N.
Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry
title Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry
title_full Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry
title_fullStr Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry
title_full_unstemmed Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry
title_short Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry
title_sort influence of social capital on customer s relationship satisfaction in the pakistani banking industry
topic HD28 Management. Industrial Management
work_keys_str_mv AT muhammadl influenceofsocialcapitaloncustomersrelationshipsatisfactioninthepakistanibankingindustry
AT mahadib influenceofsocialcapitaloncustomersrelationshipsatisfactioninthepakistanibankingindustry
AT hussinn influenceofsocialcapitaloncustomersrelationshipsatisfactioninthepakistanibankingindustry