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Title: Relationship quality and customer loyalty: a study in the banking clients in Sri Lanka
Authors: Mujahid Hilal, M. I.
Keywords: Relationship Quality
Issue Date: 25-Nov-2019
Publisher: Faculty of Management and Commerce, South Eastern University of Sri Lanka.
Citation: 8th Annual International Research Conference - 2019, on "Sustainability through Business, Humanities and Technologies", pp. 215-221.
Abstract: The 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.
ISBN: 978-955-627-195-9
Appears in Collections:8th Annual International Research Conference - 2019

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