Relationship quality and customer loyalty: a study in the banking clients in Sri Lanka

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dc.contributor.authorMujahid Hilal, M. I.
dc.date.accessioned2020-01-27T07:52:53Z
dc.date.available2020-01-27T07:52:53Z
dc.date.issued2019-11-25
dc.description.abstractThe objectives of the study is to explore the effect of relationship quality on the customer loyalty among banking customers and to identify the factors that mostly influence on the customer loyalty among banking customers. In order to meet the objective, researcher used a questionnaire survey to collect data from 225 banking customers in the Eastern province of Sri Lanka. Data were analyzed using multiple regression. Analysis revealed that trust, commitment, satisfaction and communication are important for banking sectors to create customer loyalty.en_US
dc.identifier.citation8th Annual International Research Conference - 2019, on "Sustainability through Business, Humanities and Technologies", pp. 215-221.en_US
dc.identifier.isbn978-955-627-195-9
dc.identifier.urihttp://ir.lib.seu.ac.lk/handle/123456789/4322
dc.language.isoen_USen_US
dc.publisherFaculty of Management and Commerce, South Eastern University of Sri Lanka.en_US
dc.subjectRelationship Qualityen_US
dc.subjectLoyaltyen_US
dc.subjectTrusten_US
dc.subjectCommitmenten_US
dc.subjectCommunicationen_US
dc.titleRelationship quality and customer loyalty: a study in the banking clients in Sri Lankaen_US
dc.typeArticleen_US

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8th Annual International Research Conference - 2019