Quality of Banking Services & Customer Retention: Moderated by Relationship Characteristics

Zahra Idrees and Xia Xinping

International Journal of Academic Research in Business and Social Sciences, 2017, vol. 7, issue 2, 205-217

Abstract: A variety of factors have been identified as potentially increasing or improving customer retention rates. But this research study examined to analyze the moderating impact of overall customer’s relationship characteristics between the service quality and customer retention in collective. Respondents would be the users of a bank. Sample size of this research study is 500. The positivist research philosophy approached is used as the structured questioner was developed and distributed for the data collection. Personal administrated questionnaire was distributed and collect the questionnaire from them. Customer relationship characteristics have a moderating role on the relationship of service quality (overall) provided by the banks on the customer retention cannot be rejected, relationship characteristic emerges as an important element towards the customer retention, which means that the managers would have to be more careful in the dealing of the customers which are using the service provider’s product from a long time, or in more frequency & usage and are using the several products of the same service providers.

Keywords: Service Quality; Customer Relationship Characteristics; Customer Retention (search for similar items in EconPapers)
Date: 2017
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