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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

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...

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Main Authors: Mujtaba Abubakar, Muhammad, Mohd Mokhtar, Sany Sanuri, Abdullattef, Aliyu Olayemi
Format: Article
Language:English
Published: Canadian Center of Science and Education 2013
Subjects:
HF Commerce
Online Access:http://repo.uum.edu.my/18856/1/ASS%2010%202%202014%20209-220.pdf
http://repo.uum.edu.my/18856/
http://doi.org/10.5539/ass.v10n2p209
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spelling my.uum.repo.188562016-10-11T06:30:25Z http://repo.uum.edu.my/18856/ 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 Mujtaba Abubakar, Muhammad Mohd Mokhtar, Sany Sanuri Abdullattef, Aliyu Olayemi HF Commerce 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. Canadian Center of Science and Education 2013 Article PeerReviewed application/pdf en cc_by http://repo.uum.edu.my/18856/1/ASS%2010%202%202014%20209-220.pdf 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 http://doi.org/10.5539/ass.v10n2p209 doi:10.5539/ass.v10n2p209
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HF Commerce
spellingShingle HF Commerce
Mujtaba Abubakar, Muhammad
Mohd Mokhtar, Sany Sanuri
Abdullattef, Aliyu Olayemi
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
description 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.
format Article
author Mujtaba Abubakar, Muhammad
Mohd Mokhtar, Sany Sanuri
Abdullattef, Aliyu Olayemi
author_facet Mujtaba Abubakar, Muhammad
Mohd Mokhtar, Sany Sanuri
Abdullattef, Aliyu Olayemi
author_sort Mujtaba Abubakar, Muhammad
title 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
title_short 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
title_full 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
title_fullStr 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
title_full_unstemmed 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
title_sort 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
publisher Canadian Center of Science and Education
publishDate 2013
url http://repo.uum.edu.my/18856/1/ASS%2010%202%202014%20209-220.pdf
http://repo.uum.edu.my/18856/
http://doi.org/10.5539/ass.v10n2p209
_version_ 1644282551400923136
score 13.211869

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