Bank service and relationship quality as drivers of consumers' attitudinal loyalty

Lǎcrǎmioara Radomir, Ioan Plǎiaș, Alan Wilson

Research output: Contribution to journalArticle

Abstract

While there is agreement among researchers with regard to the importance of both service quality and relationship quality in fostering customer loyalty, scarce interest has been shown to investigate the two key marketing constructs in an integrated model. The current paper proposes and tests an integrated model which hypothesizes that service quality, relationship investment and relationship quality lead to a positive response on behalf of customers. Using structural equation modelling on data collected among Romanian bank customers, we show that bank customers' attitudinal loyalty is driven by each of the three relationship quality dimensions, namely relationship satisfaction, relationship trust and relationship commitment.
LanguageEnglish
Pages80-92
Number of pages12
JournalRomanian Journal of Marketing
Volume2015
Issue number2
Publication statusPublished - 1 Jun 2015

Fingerprint

Attitudinal loyalty
Relationship quality
Service quality
Integrated model
Relationship commitment
Structural equation modeling
Customer loyalty
Service relationships
Marketing
Relationship satisfaction

Keywords

  • bank service quality
  • customer-bank relationship quality
  • attitudinal loyalty

Cite this

Radomir, Lǎcrǎmioara ; Plǎiaș, Ioan ; Wilson, Alan. / Bank service and relationship quality as drivers of consumers' attitudinal loyalty. In: Romanian Journal of Marketing. 2015 ; Vol. 2015, No. 2. pp. 80-92.
@article{82641e41b3c94f16a16aa2d4bc3bfd6c,
title = "Bank service and relationship quality as drivers of consumers' attitudinal loyalty",
abstract = "While there is agreement among researchers with regard to the importance of both service quality and relationship quality in fostering customer loyalty, scarce interest has been shown to investigate the two key marketing constructs in an integrated model. The current paper proposes and tests an integrated model which hypothesizes that service quality, relationship investment and relationship quality lead to a positive response on behalf of customers. Using structural equation modelling on data collected among Romanian bank customers, we show that bank customers' attitudinal loyalty is driven by each of the three relationship quality dimensions, namely relationship satisfaction, relationship trust and relationship commitment.",
keywords = "bank service quality, customer-bank relationship quality, attitudinal loyalty",
author = "Lǎcrǎmioara Radomir and Ioan Plǎiaș and Alan Wilson",
year = "2015",
month = "6",
day = "1",
language = "English",
volume = "2015",
pages = "80--92",
journal = "Romanian Journal of Marketing",
issn = "1842-2454",
number = "2",

}

Bank service and relationship quality as drivers of consumers' attitudinal loyalty. / Radomir, Lǎcrǎmioara; Plǎiaș, Ioan; Wilson, Alan.

In: Romanian Journal of Marketing, Vol. 2015, No. 2, 01.06.2015, p. 80-92.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Bank service and relationship quality as drivers of consumers' attitudinal loyalty

AU - Radomir, Lǎcrǎmioara

AU - Plǎiaș, Ioan

AU - Wilson, Alan

PY - 2015/6/1

Y1 - 2015/6/1

N2 - While there is agreement among researchers with regard to the importance of both service quality and relationship quality in fostering customer loyalty, scarce interest has been shown to investigate the two key marketing constructs in an integrated model. The current paper proposes and tests an integrated model which hypothesizes that service quality, relationship investment and relationship quality lead to a positive response on behalf of customers. Using structural equation modelling on data collected among Romanian bank customers, we show that bank customers' attitudinal loyalty is driven by each of the three relationship quality dimensions, namely relationship satisfaction, relationship trust and relationship commitment.

AB - While there is agreement among researchers with regard to the importance of both service quality and relationship quality in fostering customer loyalty, scarce interest has been shown to investigate the two key marketing constructs in an integrated model. The current paper proposes and tests an integrated model which hypothesizes that service quality, relationship investment and relationship quality lead to a positive response on behalf of customers. Using structural equation modelling on data collected among Romanian bank customers, we show that bank customers' attitudinal loyalty is driven by each of the three relationship quality dimensions, namely relationship satisfaction, relationship trust and relationship commitment.

KW - bank service quality

KW - customer-bank relationship quality

KW - attitudinal loyalty

M3 - Article

VL - 2015

SP - 80

EP - 92

JO - Romanian Journal of Marketing

T2 - Romanian Journal of Marketing

JF - Romanian Journal of Marketing

SN - 1842-2454

IS - 2

ER -