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Antecedents of customer loyalty in private commercial banks of Bangladesh

Abstract Bangladesh’s economy being a small one is home to a huge number of private commercial banks offering homogenous products giving rise to fierce competition within the industry. Gaining substantial customer loyalty can help bank companies survive the competition in the industry. This study tr...

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Main Authors: Anis, Md Zohurul, Haque, A. K. M. Ahasanul, Mustaffa, Nur Fariza
Format: Article
Language:English
Published: 2024
Subjects:
HF5001 Business. Business Administration
Online Access:http://irep.iium.edu.my/115433/7/115433_%20Antecedents%20of%20customer.pdf
http://irep.iium.edu.my/115433/
https://www.ijirp.com/
https://doi.org/10.51430/IJIRP.2024.49.003
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spelling my.iium.irep.1154332024-11-01T01:25:35Z http://irep.iium.edu.my/115433/ Antecedents of customer loyalty in private commercial banks of Bangladesh Anis, Md Zohurul Haque, A. K. M. Ahasanul Mustaffa, Nur Fariza HF5001 Business. Business Administration Abstract Bangladesh’s economy being a small one is home to a huge number of private commercial banks offering homogenous products giving rise to fierce competition within the industry. Gaining substantial customer loyalty can help bank companies survive the competition in the industry. This study tried to review the impact of service quality and perceived value as the antecedents of customer loyalty for private commercial banking customers in Bangladesh. The study reveals that service quality and perceived value positively influence customer loyalty and that the positive impacts are significant as found in prior studies. Additionally, this study suggested that private commercial banks in Bangladesh ought to continually gratify customers by ensuring the quality of service and enhancing perceived value, thereby gaining customer loyalty. As the implication, this study highlighted to the scholars and professionals in the banking industry may resort to the findings of the study for having a better understanding of how the different relevant factors give rise to customer satisfaction, which in turn creates customer loyalty, and how they influence each other as well. The outcomes of the study will assist the practitioners in which innovative and distinctive marketing strategies are to be devised to enhance customer loyalty. 2024-06-30 Article PeerReviewed application/pdf en http://irep.iium.edu.my/115433/7/115433_%20Antecedents%20of%20customer.pdf Anis, Md Zohurul and Haque, A. K. M. Ahasanul and Mustaffa, Nur Fariza (2024) Antecedents of customer loyalty in private commercial banks of Bangladesh. International Journal of Innovative Research and Publications, 4 (9). pp. 20-32. E-ISSN 2785-826X https://www.ijirp.com/ https://doi.org/10.51430/IJIRP.2024.49.003
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
topic HF5001 Business. Business Administration
spellingShingle HF5001 Business. Business Administration
Anis, Md Zohurul
Haque, A. K. M. Ahasanul
Mustaffa, Nur Fariza
Antecedents of customer loyalty in private commercial banks of Bangladesh
description Abstract Bangladesh’s economy being a small one is home to a huge number of private commercial banks offering homogenous products giving rise to fierce competition within the industry. Gaining substantial customer loyalty can help bank companies survive the competition in the industry. This study tried to review the impact of service quality and perceived value as the antecedents of customer loyalty for private commercial banking customers in Bangladesh. The study reveals that service quality and perceived value positively influence customer loyalty and that the positive impacts are significant as found in prior studies. Additionally, this study suggested that private commercial banks in Bangladesh ought to continually gratify customers by ensuring the quality of service and enhancing perceived value, thereby gaining customer loyalty. As the implication, this study highlighted to the scholars and professionals in the banking industry may resort to the findings of the study for having a better understanding of how the different relevant factors give rise to customer satisfaction, which in turn creates customer loyalty, and how they influence each other as well. The outcomes of the study will assist the practitioners in which innovative and distinctive marketing strategies are to be devised to enhance customer loyalty.
format Article
author Anis, Md Zohurul
Haque, A. K. M. Ahasanul
Mustaffa, Nur Fariza
author_facet Anis, Md Zohurul
Haque, A. K. M. Ahasanul
Mustaffa, Nur Fariza
author_sort Anis, Md Zohurul
title Antecedents of customer loyalty in private commercial banks of Bangladesh
title_short Antecedents of customer loyalty in private commercial banks of Bangladesh
title_full Antecedents of customer loyalty in private commercial banks of Bangladesh
title_fullStr Antecedents of customer loyalty in private commercial banks of Bangladesh
title_full_unstemmed Antecedents of customer loyalty in private commercial banks of Bangladesh
title_sort antecedents of customer loyalty in private commercial banks of bangladesh
publishDate 2024
url http://irep.iium.edu.my/115433/7/115433_%20Antecedents%20of%20customer.pdf
http://irep.iium.edu.my/115433/
https://www.ijirp.com/
https://doi.org/10.51430/IJIRP.2024.49.003
_version_ 1814932552377434112
score 13.211869

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