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dc.contributor.authorNdubisi, N.
dc.date.accessioned2017-05-03T14:55:38Z
dc.date.available2017-05-03T14:55:38Z
dc.date.issued2007
dc.date.modified2014-04-14T23:30:43Z
dc.identifier.issn0265671X
dc.identifier.doi10.1108/02656710710817117
dc.identifier.urihttp://hdl.handle.net/10072/58370
dc.description.abstractPurpose - The purpose of this research is to examine the impact of relationship marketing (RM) underpinnings namely, trust, commitment, communication and conflict handling on the quality of firm-customer relationship as well as the levels of contribution of these underpinnings. Design/methodology/approach - The model of relationship quality based on literature was developed and tested empirically among customers of retail banks in Malaysia. A structured questionnaire was used in the study. Sample selection was based on a systematic random sampling technique. Factor and multivariate analyses techniques were used to process the data. Findings - The findings of the study support most of the hypothesized relationships. There is a significant positive relationship between trust, commitment and conflict handling on relationship quality. The independent variables contribute differentially to relationship quality. Research limitations/implications - The relationship marketing underpinnings can predict relationship quality well. Banks can build and maintain quality customer relationship through trust, commitment and conflict resolution. The outcome of the study can help banks in developing effective strategies for enhancing the quality of firm-customer relationships and in designing and delivering banking service strategies, tactics, and training programmes that would enable bank employees and managers to function effectively as relationship builders, nurturers, managers, and custodians in service settings. Originality/value - It has been suggested that in order to keep customers loyal, firms should constantly improve overall relationship quality. However, little is understood about the key antecedents of relationship quality and the actual contributions of each of these antecedents from a relationship marketing viewpoint. By comparing the levels of contributions of the RM underpinnings, banks are now able to decide on the level of attention and effort to be assigned to each, based on their importance.
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.ispartofpagefrom829
dc.relation.ispartofpageto845
dc.relation.ispartofissue8
dc.relation.ispartofjournalInternational Journal of Quality & Reliability Management
dc.relation.ispartofvolume24
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.titleRelationship quality antecedents: the Malaysian retail banking perspective
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2007
gro.hasfulltextNo Full Text
gro.griffith.authorNdubisi, Nelson Oly OO.


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