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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| Format: | Article |
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Emerald Group Publishing Limited
2017
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| _version_ | 1796863354255441920 |
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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. |
| first_indexed | 2024-03-05T20:25:30Z |
| format | Article |
| id | utm.eprints-81269 |
| institution | Universiti Teknologi Malaysia - ePrints |
| last_indexed | 2024-03-05T20:25:30Z |
| publishDate | 2017 |
| publisher | Emerald Group Publishing Limited |
| record_format | dspace |
| 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 |