DETERMINANTS OF CUSTOMER LOYALTY IN THE BANKING SECTOR OF PAKISTAN

http://dx.doi.org/10.31703/gssr.2022(VII-I).34      10.31703/gssr.2022(VII-I).34      Published : Mar 1
Authored by : RizwanAli , Tanveer Aslam , Hammad Zafar

34 Pages : 356-370

References

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  • Abdullah, F. (2006). The development of HEdPERF: a new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569-581. https://doi.org/10.1111/j.1470- 6431.2005.00480. x
  • Amanto, B. S., Umanailo, M. C. B., Wulandari, R. S., Taufik, T., & Susiati, S. (2019). Local consumption diversification. Int. J. Sci. Technol. Res, 8(8), 1865-1869.
  • Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125–143. https://doi.org/10.1287/mksc.12.2.125
  • Andreassen, T. W., & Lindestad, B. (1998). The Effect of Corporate Image in the Formation of Customer Loyalty. Journal of Service Research, 1(1), 82–92. https://doi.org/10.1177/10946705980010010 7
  • Aslam, E., Ashraf, M. S., & Iqbal, A. (2022). Impact of corporate image on customer loyalty of Islamic banks: the role of religiosity, collectivism, sight cues and CSR. Journal of Islamic Marketing. https://doi.org/10.1108/jima-09-2021-0314
  • Athar, M. A., Butt, M., Abid, G., & Arshad, M. (2021). Impact of influential attributes on purchase intention during covid-19: Theoretical base sequential mediation of image and memories. Int. J. Manag, 12, 454- 467.
  • Athar, M. A., Abid, G., Rafiq, Z., & Sial, M. A. (2022). Impact of leadership aspiration on organizational citizenship behavior: sequential mediation of leader member exchange and communal orientation. Bulletin of business and economics (BBE), 11(2), 292- 301.
  • Atiq, M., Abid, G., Anwar, A., & Ijaz, M. F. (2022). Influencer Marketing on Instagram: A Sequential Mediation Model of StorytellingContent and Audience Engagement via Relatability and Trust. Information, 13(7), 345. https://doi.org/10.3390/info13070345
  • Barich, H., & Kotler, P. (1991). A framework for marketing image management. MIT Sloan Management Review, 32(2), 94-104.
  • Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of marketing, 38(1/2), 253-275. https://doi.org/10.1108/03090560410511221
  • Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54(2), 69. https://doi.org/10.2307/1251871
  • Bose, R. (2002). Customer relationship management: key components for IT success. Industrial Management & Data Systems, 102(2), 89-97. https://doi.org/10.1108/02635570210419636
  • Brady, M. K., Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: a replication and extension. Journal of Business Research, 55(1), 17-31. https://doi.org/10.1016/S0148- 2963(00)00171-5
  • Chandrashekaran, M., Rotte, K., Tax, S. S., & Grewal, R. (2007). Satisfaction strength and customer loyalty. Journal of Marketing Research, 44(1), 153-163. https://doi.org/10.1509/jmkr.44.1.153
  • Chen, Y.-S. (2010). The drivers of green brand equity: Green brand image, green satisfaction, and green trust. Journal of Business Ethics, 93(2), 307-319. https://doi.org/10.1007/s10551-009-0223-9
  • Colgate, M. (1996). The use of personal bankers in New Zealand: an exploratory study. New Zealand Journal of Business, 18(2), 103-113.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296
  • Dar, R. I., & Hu, Y. (2005). How banks manage CRM: A B2B perspective.
  • Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113. https://doi.org/10.1177/0092070394222001
  • Dowling, G. R. (1988). Measuring corporate images: A review of alternative approaches. Journal of Business Research, 17(1), 27-34. https://doi.org/10.1016/0148- 2963(88)90019-7
  • Erjavec, H. Å ., Dmitrović, T., & Povalej Bržan, P. (2016). Drivers of customer satisfaction and loyalty in service industries. Journal of Business Economics and Management, 17(5), 810-823. https://doi.org/10.3846/16111699.2013.8606 14
  • Eshghi, A., Haughton, D., & Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy, 31(2), 93-106. https://doi.org/10.1016/j.telpol.2006.12.005
  • Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6. https://doi.org/10.2307/1252129
  • Fornell, C., & Wernerfelt, B. (1987). Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis. Journal of Marketing Research, 24(4), 337. https://doi.org/10.2307/3151381
  • Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7. https://doi.org/10.2307/1251898
  • Gan, C., Clemes, M., Wei, J., & Kao, B. (2011). An empirical analysis of New Zealand bank customers' satisfaction. Banks and Bank Systems, 6(3), 63-77.
  • Gatewood, R. D., Gowan, M. A., & Lautenschlager, G. J. (1993). Corporate image, recruitment image and initial job choice decisions. Academy of management Journal, 36(2), 414-427. https://doi.org/10.5465/256530
  • Gilbert, D. C., & Choi, K. C. (2003). Relationship marketing practice in relation to different bank ownerships: a study of banks in Hong Kong. International Journal of Bank Marketing, 21(3), 137-146. https://doi.org/10.1108/02652320310469511
  • Golden, L., & Zimmer, M. (1988). Impressions of retail stores: a content analysis of consumer images. Journal of retailing, 64(3), 265-289.
  • Grönroos, C. (1982). An applied service marketing theory. European Journal of marketing, 16(7), 30-41. https://doi.org/10.1108/EUM0000000004859
  • Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of marketing, 69(4), 210-218. https://doi.org/10.1509/jmkg.2005.69.4.210
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Cite this article

    CHICAGO : Ali, Rizwan, Tanveer Aslam, and Hammad Zafar. 2022. "Determinants of Customer Loyalty in the Banking Sector of Pakistan." Global Social Sciences Review, VII (I): 356-370 doi: 10.31703/gssr.2022(VII-I).34
    HARVARD : ALI, R., ASLAM, T. & ZAFAR, H. 2022. Determinants of Customer Loyalty in the Banking Sector of Pakistan. Global Social Sciences Review, VII, 356-370.
    MHRA : Ali, Rizwan, Tanveer Aslam, and Hammad Zafar. 2022. "Determinants of Customer Loyalty in the Banking Sector of Pakistan." Global Social Sciences Review, VII: 356-370
    MLA : Ali, Rizwan, Tanveer Aslam, and Hammad Zafar. "Determinants of Customer Loyalty in the Banking Sector of Pakistan." Global Social Sciences Review, VII.I (2022): 356-370 Print.
    OXFORD : Ali, Rizwan, Aslam, Tanveer, and Zafar, Hammad (2022), "Determinants of Customer Loyalty in the Banking Sector of Pakistan", Global Social Sciences Review, VII (I), 356-370
    TURABIAN : Ali, Rizwan, Tanveer Aslam, and Hammad Zafar. "Determinants of Customer Loyalty in the Banking Sector of Pakistan." Global Social Sciences Review VII, no. I (2022): 356-370. https://doi.org/10.31703/gssr.2022(VII-I).34