The influence of relationship quality on loyalty in service sector
Stiff competition in the service market forces service firms looking for the best approach to attract and create a group of loyal customers. Relationship marketing is a strategy used by many service providers to maintain long-term relationship. Moreover, relationship quality is the manifest of succe...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Economics and Management, Universiti Putra Malaysia
2010
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| Online Access: | http://psasir.upm.edu.my/id/eprint/17219/ http://psasir.upm.edu.my/id/eprint/17219/1/17219.pdf |
| _version_ | 1848843180910313472 |
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| author | Bojei, Jamil Alwie, Aryaty |
| author_facet | Bojei, Jamil Alwie, Aryaty |
| author_sort | Bojei, Jamil |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Stiff competition in the service market forces service firms looking for the best approach to attract and create a group of loyal customers. Relationship marketing is a strategy used by many service providers to maintain long-term relationship. Moreover, relationship quality is the manifest of successful relationship marketing activities. Good implementation of relationship marketing strategy can be seen from good relationship quality built between customer and service provider. The purpose of this research is to examine the relationship between relationship quality and loyalty across service types (Credence services versus Experience Services). In this study, relationship quality dimensions consist of interpersonal factors (closeness, communication, communication quality and special care) and firm factors (commitment, trust and satisfaction). The findings revealed that relationship quality influenced the loyalty in both service types. Importantly, all dimensions of relationship quality have different magnitude of influence on relationship quality in both credence services and experience services; with “commitment” has the strongest influence and “communication quality” as the weakest dimension. To sum up, in developing good relationship quality, the service provider should focus on both firm factors as well as interpersonal factors. |
| first_indexed | 2025-11-15T08:10:56Z |
| format | Article |
| id | upm-17219 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T08:10:56Z |
| publishDate | 2010 |
| publisher | Faculty of Economics and Management, Universiti Putra Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-172192015-07-03T02:02:39Z http://psasir.upm.edu.my/id/eprint/17219/ The influence of relationship quality on loyalty in service sector Bojei, Jamil Alwie, Aryaty Stiff competition in the service market forces service firms looking for the best approach to attract and create a group of loyal customers. Relationship marketing is a strategy used by many service providers to maintain long-term relationship. Moreover, relationship quality is the manifest of successful relationship marketing activities. Good implementation of relationship marketing strategy can be seen from good relationship quality built between customer and service provider. The purpose of this research is to examine the relationship between relationship quality and loyalty across service types (Credence services versus Experience Services). In this study, relationship quality dimensions consist of interpersonal factors (closeness, communication, communication quality and special care) and firm factors (commitment, trust and satisfaction). The findings revealed that relationship quality influenced the loyalty in both service types. Importantly, all dimensions of relationship quality have different magnitude of influence on relationship quality in both credence services and experience services; with “commitment” has the strongest influence and “communication quality” as the weakest dimension. To sum up, in developing good relationship quality, the service provider should focus on both firm factors as well as interpersonal factors. Faculty of Economics and Management, Universiti Putra Malaysia 2010-06 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/17219/1/17219.pdf Bojei, Jamil and Alwie, Aryaty (2010) The influence of relationship quality on loyalty in service sector. International Journal of Economics and Management, 4 (1). pp. 81-100. ISSN 1823-836X http://econ.upm.edu.my/ijem/vol4_no1.htm |
| spellingShingle | Bojei, Jamil Alwie, Aryaty The influence of relationship quality on loyalty in service sector |
| title | The influence of relationship quality on loyalty in service sector |
| title_full | The influence of relationship quality on loyalty in service sector |
| title_fullStr | The influence of relationship quality on loyalty in service sector |
| title_full_unstemmed | The influence of relationship quality on loyalty in service sector |
| title_short | The influence of relationship quality on loyalty in service sector |
| title_sort | influence of relationship quality on loyalty in service sector |
| url | http://psasir.upm.edu.my/id/eprint/17219/ http://psasir.upm.edu.my/id/eprint/17219/ http://psasir.upm.edu.my/id/eprint/17219/1/17219.pdf |