Perceived service quality and customer loyalty in retail banking in Kenya

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dc.contributor.authorAuka, Daniel .O
dc.contributor.authorBosire, Joseph N.
dc.contributor.authorMatern, Victor
dc.date.accessioned2016-06-27T09:10:04Z
dc.date.available2016-06-27T09:10:04Z
dc.date.issued2013-09
dc.description.abstractThe main aim of this study is to examine the effect of service quality dimensions on customer loyalty to the providers of retail banking services. It investigates the relationship between service quality dimensions and customer loyalty. To achieve this purpose, data was collected from a sample of 384 current customers of commercial banks on the five dimensions of service delivery: tangibility, reliability, responsiveness, assurance and empathy. The results indicate that all the dimensions of service quality have a positive and significant influence on customer loyalty in retail banking .This finding reinforces the need for bank managers to place an emphasis on the underlying dimensions of service quality in order to create and maintain customer loyaltyen_US
dc.identifier.citationVol.1, No.3, pp. 32-61en_US
dc.identifier.uriwww.ea-journals.org
dc.identifier.urihttp://62.24.102.115:8080/xmlui/handle/123456789/121
dc.language.isoenen_US
dc.publisherEuropean Centre for Research Training and Development UKen_US
dc.subjectAssuranceen_US
dc.subjectCustomer Loyaltyen_US
dc.subjectEmpathyen_US
dc.subjectReliabilityen_US
dc.subjectResponsivenessen_US
dc.subjectService Qualityen_US
dc.subjectTangibilityen_US
dc.titlePerceived service quality and customer loyalty in retail banking in Kenyaen_US
dc.typeArticleen_US

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