Mujtaba Abubakar, Muhammad and Mohd Mokhtar, Sany Sanuri and Abdullattef, Aliyu Olayemi (2013) The role of long-term orientation and service recovery on the relationships between trust, bonding, customer satisfaction and customer loyalty: The case of Nigerian retail banks. Asian Social Science, 10 (2). pp. 209-220. ISSN 1911-2017

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Abstract

In spite of consolidation of Nigerian retail banks, the industry is still embattled by customer complaints, lost of customer confidence and loyalty erosion.Extant literature has amply reported the associations between relational dynamics of trust, bonding, customer satisfaction and customer loyalty.However, these reports are contradictory and thus, inconclusive.Meanwhile, literature has argued extensively on the influence of cultural values on customer decision making and buying behavior.Yet, very little is known of the interaction effect of long-term orientation on the link between trust, bonding and customer satisfaction in retail banking sector.Similarly, while several studies have documented the significant effect of customer complaints on customer loyalty, there is no noticeable research evidence on the intervening effect of service recovery on the relationship between the independent and the dependent variables.To fill these gaps, this conceptual paper is written.

Item Type:	Article
Uncontrolled Keywords:	banking industry, customer complaints, customer loyalty, customer satisfaction, long-term orientation, relationship marketing, service recovery
Subjects:	H Social Sciences > HF Commerce
Divisions:	Othman Yeop Abdullah Graduate School of Business
Depositing User:	Prof. Dr. Sany Sanuri Mohd. Mokhtar
Date Deposited:	11 Oct 2016 06:30
Last Modified:	11 Oct 2016 06:30
URI:	https://repo.uum.edu.my/id/eprint/18856

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