the impact of individual heterogenity on building consumer loyalty

Clicks: 326
ID: 192782
2018
Free PDF
Article Quality & Performance Metrics
Overall Quality
Not rated
Combines reader engagement with the AI quality analysis. This article has not been analysed, so there is no overall score — reader engagement is measured and shown alongside.
AI Quality Assessment
Not analyzed
Readership in this journal
Emerging

Ranked #3 of 32 articles by views in the digital humanities and islamic and middle east studies

Most read Least read

Bar heights use a square-root scale.

Mint this article as an NFT
Not yet minted

Create a permanent, verifiable on-chain record of this article on the Scimatic Network. The NFT is held in your Journament account, and you can withdraw it to your own wallet at any time.

5 SUSD one-off · no wallet required
Sign in to mint
Abstract
Consumer loyalty is a powerful source of competitive advantage. Managers should pay more attention to the factors that could improve the long-term relationship between consumers and companies. The aim of this study is to explore predictors of customer loyalty in the retail bank sector in order to identify the effect of stability perceptions in addition to customer satisfaction and service quality which have been traditionally accepted as the primary predictors of customer loyalty, especially for services. Another purpose of the study is to investigate the moderating effects of gender, age and income on the mentioned relationships. A random sample of Croatian bank customers was surveyed to collect information on customer perceptions and behaviours in relation to satisfaction with service quality, stability and loyalty. The research results revealed that service quality, consumer satisfaction and stability perceptions have a significant impact on consumer loyalty. Furthermore, age has a moderating effect on the relationship between satisfaction and loyalty as well as on the relationship between quality and loyalty. Thanks to the specialty of the banking sector, gender, age and income moderate the relationship between perceived stability and loyalty.
Reference Key
martinovi2018ekonomskithe Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors ;Marija Martinović;Petra Barišić
Journal the digital humanities and islamic and middle east studies
Year 2018
DOI
DOI not found
URL
http://hrcak.srce.hr/file/297294
Keywords
competitiveness service quality

Citations

No citations found. To add a citation, contact the admin at info@scimatic.org

Comments

No comments yet. Be the first to comment on this article.