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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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.

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07 Dec 2012 13:52
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21 Nov 2022 23:09