THE ANALYSIS OF PERCEIVED VALUE, RELATIONSHIP QUALITY AND CUSTOMER LOYALTY IN BANKING INDUSTRY IN IRAN

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REZAI DAVOOD; KORDNAEEJ ASAD; MOSHABKI ASGHAR

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Journal: JOURNAL OF BUSINESS ADMINISTRATION RESEARCH Year:2016 | Volume:8 | Issue:15 Page(s): 21-38

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Information Journal Paper

Title

THE ANALYSIS OF PERCEIVED VALUE, RELATIONSHIP QUALITY AND CUSTOMER LOYALTY IN BANKING INDUSTRY IN IRAN

Author(s)

REZAI DAVOOD | KORDNAEEJ ASAD | MOSHABKI ASGHAR | Issue Writer Certificate

Keywords

PERCEIVED VALUEQ2

RELATIONSHIP QUALITYQ1

LOYALTYQ2

Abstract

At the present time in addition to attracting customers, organizations are concerned to keep customers, enjoy a continual relationship with them and make them loyal. RELATIONSHIP QUALITY and PERCEIVED VALUE are considered as the most effective concepts on customer LOYALTY. Accordingly, the present study has been aimed to assess the impact of PERCEIVED VALUE and RELATIONSHIP QUALITY on customer LOYALTY and its dimensions in the banking industry. This research is a descriptive-survey study and a questionnaire was used to collect data. All customers of Saman Bankin Tehran metropolis were considered as a statistical population and a sample of 380 individuals were used for the study of the client. The structural equation modeling approach (SEM) and Confirmatory Factor Analysis (CFA) are used to analyze the data. Research findings showed that RELATIONSHIP QUALITY and PERCEIVED VALUE have a positive significant effect on customer LOYALTY. In addition, it was found that two variables, customer PERCEIVED VALUE and RELATIONSHIP QUALITY, have a significant effect on customer LOYALTY dimensions.

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APA: Copy

REZAI, DAVOOD, KORDNAEEJ, ASAD, & MOSHABKI, ASGHAR. (2016). THE ANALYSIS OF PERCEIVED VALUE, RELATIONSHIP QUALITY AND CUSTOMER LOYALTY IN BANKING INDUSTRY IN IRAN. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, 8(15 ), 21-38. SID. https://sid.ir/paper/197151/en

Vancouver: Copy

REZAI DAVOOD, KORDNAEEJ ASAD, MOSHABKI ASGHAR. THE ANALYSIS OF PERCEIVED VALUE, RELATIONSHIP QUALITY AND CUSTOMER LOYALTY IN BANKING INDUSTRY IN IRAN. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH[Internet]. 2016;8(15 ):21-38. Available from: https://sid.ir/paper/197151/en

IEEE: Copy

DAVOOD REZAI, ASAD KORDNAEEJ, and ASGHAR MOSHABKI, “THE ANALYSIS OF PERCEIVED VALUE, RELATIONSHIP QUALITY AND CUSTOMER LOYALTY IN BANKING INDUSTRY IN IRAN,” JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, vol. 8, no. 15 , pp. 21–38, 2016, [Online]. Available: https://sid.ir/paper/197151/en

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