Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction

This study aims to examine the relationship between Service Quality (SQ), Customer Satisfaction (CS) and Customer Loyalty (CL) in the Jordanian Commercial Bank. This Study also, investigates CS as a partial mediator of the impact of SQ on CL. Data was collected from 210 customers who work at the Jor...

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Main Authors:	Rawan Alafeshat, Uju Violet Alola
Format:	Article
Language:	English
Published:	Editura Universitara 2018-09-01
Series:	Academic Journal of Economic Studies
Subjects:	Quality service SERVQUAL customer satisfaction customer loyalty commercial bank
Online Access:	http://www.ajes.ro/wp-content/uploads/AJES_article_1_197.pdf

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spelling	doaj-art-9596f285ac3b41f6896415ae5b04a8d72018-09-19T07:53:19ZengEditura UniversitaraAcademic Journal of Economic Studies2393-49132457-58362018-09-0143167176Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer SatisfactionRawan AlafeshatUju Violet AlolaThis study aims to examine the relationship between Service Quality (SQ), Customer Satisfaction (CS) and Customer Loyalty (CL) in the Jordanian Commercial Bank. This Study also, investigates CS as a partial mediator of the impact of SQ on CL. Data was collected from 210 customers who work at the Jordanian Commercial Bank. Using SPSS program, multiple regressions was applied to measure the mediating role. The results of this study reveal that all five dimensions of SQ are positively linked with CS and all dimensions of SQ are positively affect with CL except the reliability dimension. The findings also indicate that CS partially mediates between the five dimensions of SQ and CL. The findings of this study can inform bank management about the importance of the dimensions of SQ and their impact on CS and CL. Bank management can take action in improving the bank design and equipment to create a proper atmosphere for customers, and in providing periodical training programs for their employees to improve their skills and their know-how to solve customer problems and meet customer satisfaction. The current study provides for finding a common understanding about the relationship between SQ, CS and CL and the role of their five dimensions on the banking industry in Jordan.http://www.ajes.ro/wp-content/uploads/AJES_article_1_197.pdfQuality serviceSERVQUALcustomer satisfactioncustomer loyaltycommercial bank
institution	Open Data Bank
collection	Open Access Journals
building	Directory of Open Access Journals
language	English
format	Article
author	Rawan Alafeshat Uju Violet Alola
spellingShingle	Rawan Alafeshat Uju Violet Alola Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction Academic Journal of Economic Studies Quality service SERVQUAL customer satisfaction customer loyalty commercial bank
author_facet	Rawan Alafeshat Uju Violet Alola
author_sort	Rawan Alafeshat
title	Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction
title_short	Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction
title_full	Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction
title_fullStr	Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction
title_full_unstemmed	Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction
title_sort	investigating the nexus of service quality and customer loyalty in banking industry via the mediating role of customer satisfaction
publisher	Editura Universitara
series	Academic Journal of Economic Studies
issn	2393-4913 2457-5836
publishDate	2018-09-01
description	This study aims to examine the relationship between Service Quality (SQ), Customer Satisfaction (CS) and Customer Loyalty (CL) in the Jordanian Commercial Bank. This Study also, investigates CS as a partial mediator of the impact of SQ on CL. Data was collected from 210 customers who work at the Jordanian Commercial Bank. Using SPSS program, multiple regressions was applied to measure the mediating role. The results of this study reveal that all five dimensions of SQ are positively linked with CS and all dimensions of SQ are positively affect with CL except the reliability dimension. The findings also indicate that CS partially mediates between the five dimensions of SQ and CL. The findings of this study can inform bank management about the importance of the dimensions of SQ and their impact on CS and CL. Bank management can take action in improving the bank design and equipment to create a proper atmosphere for customers, and in providing periodical training programs for their employees to improve their skills and their know-how to solve customer problems and meet customer satisfaction. The current study provides for finding a common understanding about the relationship between SQ, CS and CL and the role of their five dimensions on the banking industry in Jordan.
topic	Quality service SERVQUAL customer satisfaction customer loyalty commercial bank
url	http://www.ajes.ro/wp-content/uploads/AJES_article_1_197.pdf
_version_	1612548172830212096

Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction

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