Bitte verwenden Sie diesen Link, um diese Publikation zu zitieren, oder auf sie als Internetquelle zu verweisen: https://hdl.handle.net/10419/222911 
Erscheinungsjahr: 
2020
Quellenangabe: 
[Journal:] Pakistan Journal of Commerce and Social Sciences (PJCSS) [ISSN:] 2309-8619 [Volume:] 14 [Issue:] 2 [Publisher:] Johar Education Society, Pakistan (JESPK) [Place:] Lahore [Year:] 2020 [Pages:] 484-507
Verlag: 
Johar Education Society, Pakistan (JESPK), Lahore
Zusammenfassung: 
This research intends to develop and corroborate the structural anatomy of service fairness perceptions, relationship quality in conjunction with customer loyaltyin commercial banks. This study inspects the intervening mechanism of trustworthiness between service fairness and relationship quality explicitly. Systematically selected consumers of commercial banks provided the data via a self-administered structured questionnaire. Procedural and distributive perceptions of fairness proved to be significant predictors of trustworthiness, which in turn significantly intervenes the relationship between service fairness and relationship quality. Interactional fairness did not influence trustworthiness and relationship quality. Affective trust and affective commitment strongly predicted the loyalty of customers of commercial banks. To enhance customer loyalty, banking service providers may implement relationship-based strategies to cater to the dynamically competitive commercial banking market in Pakistan.
Schlagwörter: 
customer loyalty
relationship quality
service fairness
trustworthiness
procedural fairness
distributive fairness
affective trust
affective commitment
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