The Relationship between Service Fairness and Service Quality with Customers’ Satisfaction, Trust and Loyalty

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Karimi Alavijeh Mohamad Reza; Mohammad Amini Tayebeh

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Journal: business managment perspective Year:2017 | Volume:16 | Issue:2 (30) Page(s): 89-108

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Information Journal Paper

Title

The Relationship between Service Fairness and Service Quality with Customers’ Satisfaction, Trust and Loyalty

Author(s)

Karimi Alavijeh Mohamad Reza | Mohammad Amini Tayebeh | Issue Writer Certificate

Keywords

Service Fairness; Service Quality;Q1

Customer Satisfaction; Trust; Loyalty; Word of Mouth; Repurchase IntentionQ2

Abstract

Service and service quality in the bank have a great impact on customers’ satisfaction, trust and loyalty. The aim of this study is to investigate the relationship between service fairness and quality of service with customers’ satisfaction, trust and loyalty in Bank Mellat in Tehran. The model of this study was adopted from Kasim and Asiah Abdullah (2010) and Chen et al. (2012). The aim of this study is applied and the method of data collection, cross-survey correlation. The population of this research is customers in branches of Bank Mellat in Tehran. 400 customers were selected randomly as the sample. Data were collected through questionnaires. To test the hypotheses, structural equation modeling approach and software SPSS22 and PLS2 partial least squares was used. The results showed that, service Fairness and service quality impact on customers’ satisfaction, trust and loyalty. Among13existing hypotheses, 10 hypotheses were confirmed.

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APA: Copy

Karimi Alavijeh, Mohamad Reza, & Mohammad Amini, Tayebeh. (2017). The Relationship between Service Fairness and Service Quality with Customers’ Satisfaction, Trust and Loyalty. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), 16(2 (30) ), 89-108. SID. https://sid.ir/paper/115537/en

Vancouver: Copy

Karimi Alavijeh Mohamad Reza, Mohammad Amini Tayebeh. The Relationship between Service Fairness and Service Quality with Customers’ Satisfaction, Trust and Loyalty. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE)[Internet]. 2017;16(2 (30) ):89-108. Available from: https://sid.ir/paper/115537/en

IEEE: Copy

Mohamad Reza Karimi Alavijeh, and Tayebeh Mohammad Amini, “The Relationship between Service Fairness and Service Quality with Customers’ Satisfaction, Trust and Loyalty,” JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), vol. 16, no. 2 (30) , pp. 89–108, 2017, [Online]. Available: https://sid.ir/paper/115537/en

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