Effect of failed service quality on customer loyalty in banking industry

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

nejati Mehrnaz; RAHCHAMANI AHMAD

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

Journal Paper

Paper Information

Journal: JOURNAL OF MARKETING MANAGEMENT Year:2016 | Volume:10 | Issue:30 Page(s): 93-109

Download Full-Text

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

Persian Verion

View:

928

Download:

Cites:

Information Journal Paper

Title

Effect of failed service quality on customer loyalty in banking industry

Author(s)

nejati Mehrnaz | RAHCHAMANI AHMAD | Issue Writer Certificate

Keywords

service qualityQ2

customers’loyaltyQ2

customer dissatisfactionQ1

lack of commitment to customersQ1

Abstract

The aim of this study was to investigate the Effect of failed service quality on customer loyalty in banking industry. The study population sample consisted of three state-owned banks, three private banks, three semi-public banks (National Bank Sepah, Post Bank, the nation, trade, export, new economy, Pasargadae and Persians) based on the old Bank, collaboration, and a large share of the market were selected. Also available sampling was used to select customers. The questionnaire was distributed among 400 subscribers, 350 questionnaires were returned. To analyze research data using SPSS software and Smart PLS was used to confirm or reject hypotheses, structural equation modeling was used. The results indicate that the failure of service quality effects on customer dissatisfaction, lack of commitment to customers, and affect customer loyalty. The results also showed that customer dissatisfaction and lack of commitment effects on customer loyalty. It is recommended to increase customer satisfaction and increase the commitment and continue the ongoing relationship with the organization, a desirable quality of their services. By knowing the causes of the complaint or dissatisfaction, the type of impact and stress the weaknesses of each service would take the right decisions for their customer retention and reduce the cost of customer dissatisfaction. Banks must identify the exact dimensions of customer loyalty, guide and implement systems in order to maintain customer satisfaction and build loyalty.

Cites

No record.

References

No record.

Cite

APA: Copy

nejati, Mehrnaz, & RAHCHAMANI, AHMAD. (2016). Effect of failed service quality on customer loyalty in banking industry. JOURNAL OF MARKETING MANAGEMENT, 10(30 ), 93-109. SID. https://sid.ir/paper/218960/en

Vancouver: Copy

nejati Mehrnaz, RAHCHAMANI AHMAD. Effect of failed service quality on customer loyalty in banking industry. JOURNAL OF MARKETING MANAGEMENT[Internet]. 2016;10(30 ):93-109. Available from: https://sid.ir/paper/218960/en

IEEE: Copy

Mehrnaz nejati, and AHMAD RAHCHAMANI, “Effect of failed service quality on customer loyalty in banking industry,” JOURNAL OF MARKETING MANAGEMENT, vol. 10, no. 30 , pp. 93–109, 2016, [Online]. Available: https://sid.ir/paper/218960/en

Related Journal Papers