Impact of relationship quality on customer loyalty: A study in the banking system

, Le Thanh Tung

No qzpxk, OSF Preprints from Center for Open Science

Abstract: In recent times, the notion of relationship quality has attracted a lot of interest in the domains of consumer behavior and marketing. This research aims to investigate the influence of service quality, intimacy, and ethics as antecedents on the elements of relationship quality (satisfaction, trust, and commitment) and loyalty in the Vietnamese banking business. Utilizing the mediating function of relationship quality, this research seeks to enhance the understanding of the factors influencing customer loyalty. A survey of 302 bank customers in Vietnam was conducted. The findings show that service quality and ethics have a substantial impact on customer trust, satisfaction, and commitment, resulting in greater loyalty. Furthermore, the study provides managerial implications for Vietnamese banks to improve their service quality and ethical standards to develop customer trust and commitment, resulting in increased customer loyalty in Vietnam's banking industry.

Date: 2024-02-08
New Economics Papers: this item is included in nep-ban, nep-sea and nep-tra
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://osf.io/download/65c48c769b32ca0c4197f6aa/

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:qzpxk

DOI: 10.31219/osf.io/qzpxk

Access Statistics for this paper

More papers in OSF Preprints from Center for Open Science
Bibliographic data for series maintained by OSF ().