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The relationship quality effect on customer loyalty

Auruskeviciene, Vilte and Salciuviene, Laura and Skudiene, Vida (2010) The relationship quality effect on customer loyalty. Pecvnia, 10. pp. 23-36. ISSN 2340-4272

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Abstract

This study aims to identify the dimensions of relationship quality that enables professional services companies to establish long-term relations with their clients and fosters the loyalty of the client. The theoretical framework of relationship quality dimensions and customer loyalty interrelationship in a sample of 74 Lithuanian companies' managers buying IT service has been empirically tested. The findings suggest that the three variables (functional quality, trust, and commitment) have a significant effect on IT services customer loyalty. Functional quality construct is the most important in building long-term relationship with customers in a professional services market.

Item Type: Article
Journal or Publication Title: Pecvnia
Uncontrolled Keywords: relationship quality ; loyalty ; services quality ; professional IT services
Subjects:
Departments: Lancaster University Management School > Marketing
ID Code: 60499
Deposited By: ep_importer_pure
Deposited On: 07 Dec 2012 13:52
Refereed?: Yes
Published?: Published
Last Modified: 10 Oct 2017 17:51
Identification Number:
URI: http://eprints.lancs.ac.uk/id/eprint/60499

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