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Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery
Published 2013“…Meanwhile, past studies have argued extensively on the influence of individual customer values on perception, decision making and buying behaviour.Yet, very little is known of the interaction effect of long-term orientation culture on the link between trust, bonding, communication, personalization and customer satisfaction in retail banking sector. Similarly, while several studies have documented the significant effect of customer complaints on customer loyalty, there is no noticeable research evidence on the intervening effect of service recovery on the relationship between customer complaints and customer loyalty.To fill these gaps, this conceptual paper is written…”
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The role of long-term orientation and service recovery on the relationships between trust, bonding, customer satisfaction and customer loyalty: The case of Nigerian retail banks
Published 2013“…In spite of consolidation of Nigerian retail banks, the industry is still embattled by customer complaints, lost of customer confidence and loyalty erosion.Extant literature has amply reported the associations between relational dynamics of trust, bonding, customer satisfaction and customer loyalty.However, these reports are contradictory and thus, inconclusive.Meanwhile, literature has argued extensively on the influence of cultural values on customer decision making and buying behavior.Yet, very little is known of the interaction effect of long-term orientation on the link between trust, bonding and customer satisfaction in retail banking sector.Similarly, while several studies have documented the significant effect of customer complaints on customer loyalty, there is no noticeable research evidence on the intervening effect of service recovery on the relationship between the independent and the dependent variables.To fill these gaps, this conceptual paper is written.…”
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Factors affecting change management in public organizations in Bangladesh
Published 2020“…To evaluate the current status and preparedness of banks to facilitate wave retail banking in Bangladesh. To developed smooth operation and implementation of wave retail banking in Bangladesh. …”
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Determinants of customer behavioural responses: A pilot study
Published 2011“…The paper aims at exploring a small sample data on the determinants of customer behavioural responses in the Nigerian retail banking. Hence, instrument validity, reliability and subsequently the data normality were examined through panel of expert and also by analysing small sample data with aid of SPSS software. …”
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Relationship marketing and service quality in Bank Muscat Oman (Sayarati Loans)
Published 2013“…Sultanate of Oman is one of the prominent GCC Countries with a population of around 3 million.With assets worth over USD 15 billion, Bank Muscat (SAOG) is the leading financial services provider in Oman with a strong presence in Corporate Banking, Retail Banking, Investment Banking, Treasury, Private Banking and Asset Management. …”
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Conference or Workshop Item