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dc.contributor.authorNdubisi, Nelson Oly
dc.contributor.authorN. Madu, Christian
dc.date.accessioned2017-05-03T14:55:36Z
dc.date.available2017-05-03T14:55:36Z
dc.date.issued2008
dc.date.modified2011-08-12T06:22:04Z
dc.identifier.issn0265671X
dc.identifier.doi10.1108/02656710910936744
dc.identifier.urihttp://hdl.handle.net/10072/39985
dc.description.abstractPurpose - This paper aims to examine the association of relationship marketing variables (namely trust, commitment, communication, and conflict handling) with overall firm-customer relationship quality between male and female customers of Malaysian banks. Design/methodology/approach - Data were colleted through a field survey of randomly selected bank customers in Malaysia. Hierarchical multiple regression analysis (HMRA) was employed for data analysis. Findings - The results show that relationship marketing explains a significant amount of variance in overall firm-customer relationship quality. Except for communication, all the independent variables are significantly associated with perceived firm-customer relationship quality. No significant gender differences were observed. Originality/value - The quality of firm-customer relationship is important in customer retention and loyalty. There are efforts to understand the relationship marketing variables that drive overall relationship quality, but whether this relationship is generic or differs between males and females is unknown. The paper provides this insight.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherEmerald Group Publishing Ltd.
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom283
dc.relation.ispartofpageto301
dc.relation.ispartofissue3
dc.relation.ispartofjournalInternational Journal of Quality & Reliability Management
dc.relation.ispartofvolume26
dc.rights.retentionY
dc.subject.fieldofresearchBusiness and Management not elsewhere classified
dc.subject.fieldofresearchApplied Mathematics
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchcode150399
dc.subject.fieldofresearchcode0102
dc.subject.fieldofresearchcode1503
dc.titleThe association of gender to firm-customer relationship
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2008
gro.hasfulltextNo Full Text
gro.griffith.authorNdubisi, Nelson Oly OO.


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