Factor determining the relationhip banking decision
| dc.contributor.author | LOH, CHAI HAR | |
| dc.date.accessioned | 2015-07-29T08:20:59Z | |
| dc.date.available | 2015-07-29T08:20:59Z | |
| dc.date.issued | 2011-12-16 | |
| dc.description.abstract | The purpose of this study was to identify the influence of perceived value, perceived service quality, trust, image and delight on relationship commitment toward banking relationship of SMEs industry in Malaysia. The antecedents for relationship commitment towards loyalty in banking relationship decision was predicted by using the data collected from 148 respondents represented SMEs from various industries in Malaysia. The results indicated that the perceived functional value from perceived value, reliability, responsiveness and assurance from perceived service quality, trust and image had a direct positive influence to relationship commitment. On the contrary, perceived relational value from perceived value, tangible and empathy in perceived service quality and delight had no significant effect to relationship commitment. Besides, this study also provides the empirical evidence that relationship commitment is positive related to loyalty. Thus, bank managers should exert in more effort in relationship marketing programme by exploring and identifying those antecedents which are significantly determine the relationship banking decision among SMEs in Malaysia in order to attain customer loyalty. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/856 | |
| dc.subject | Banking Decision | en_US |
| dc.title | Factor determining the relationhip banking decision | en_US |
| dc.type | Thesis | en_US |
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