EFFECTS OF RELATIONSHIP QUALITY ON CUSTOMER BEHAVIORAL RESPONSES AT DIFFERENT STAGES OF THE CUSTOMER RELATIONSHIP LIFE CYCLE: CASE STUDY OF TABRIZ KHESHAVARZY BANK

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EBRAHIMY HAMID; AALI SAMAD

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Journal: JOURNAL OF BUSINESS MANAGEMENT Year:2016 | Volume:8 | Issue:3 Page(s): 503-528

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Title

EFFECTS OF RELATIONSHIP QUALITY ON CUSTOMER BEHAVIORAL RESPONSES AT DIFFERENT STAGES OF THE CUSTOMER RELATIONSHIP LIFE CYCLE: CASE STUDY OF TABRIZ KHESHAVARZY BANK

Author(s)

EBRAHIMY HAMID | AALI SAMAD | Issue Writer Certificate

Keywords

CUSTOMER BEHAVIORAL RESPONSESQ2

RELATIONSHIP LIFE CYCLEQ1

RELATIONSHIP MARKETINGQ1

RELATIONSHIP QUALITYQ1

Abstract

The current Paper seeks to study the effects of RELATIONSHIP QUALITY on customer’s behavioral responses at different stages of the RELATIONSHIP LIFE CYCLE in Iran's Banking industry. In this respect Agriculture bank of Iran was selected as the target population of the suggested theoretical model of this experiment and 417customers of the bank have participated as the statistical samples to achieve the goals of this paper. Samples were selected using simple random sampling and Research hypotheses were tested through structural equation modeling and AMOS software. Findings of the research showed that the quality of bank-customer relationship has positive effects on customer loyalty, word-of-mouth and customer’s share. Also the results of the research showed that by aging of the bank-customer relationship, the effects of RELATIONSHIP QUALITY on word-of-mouth and customer’s loyalty are diminished but the effect of RELATIONSHIP QUALITY on customer’s share is the same at different stages of the RELATIONSHIP LIFE CYCLE.

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APA: Copy

EBRAHIMY, HAMID, & AALI, SAMAD. (2016). EFFECTS OF RELATIONSHIP QUALITY ON CUSTOMER BEHAVIORAL RESPONSES AT DIFFERENT STAGES OF THE CUSTOMER RELATIONSHIP LIFE CYCLE: CASE STUDY OF TABRIZ KHESHAVARZY BANK. JOURNAL OF BUSINESS MANAGEMENT, 8(3 ), 503-528. SID. https://sid.ir/paper/140306/en

Vancouver: Copy

EBRAHIMY HAMID, AALI SAMAD. EFFECTS OF RELATIONSHIP QUALITY ON CUSTOMER BEHAVIORAL RESPONSES AT DIFFERENT STAGES OF THE CUSTOMER RELATIONSHIP LIFE CYCLE: CASE STUDY OF TABRIZ KHESHAVARZY BANK. JOURNAL OF BUSINESS MANAGEMENT[Internet]. 2016;8(3 ):503-528. Available from: https://sid.ir/paper/140306/en

IEEE: Copy

HAMID EBRAHIMY, and SAMAD AALI, “EFFECTS OF RELATIONSHIP QUALITY ON CUSTOMER BEHAVIORAL RESPONSES AT DIFFERENT STAGES OF THE CUSTOMER RELATIONSHIP LIFE CYCLE: CASE STUDY OF TABRIZ KHESHAVARZY BANK,” JOURNAL OF BUSINESS MANAGEMENT, vol. 8, no. 3 , pp. 503–528, 2016, [Online]. Available: https://sid.ir/paper/140306/en

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