Full Text Available
Note: Clicking the button above will open the full text document at the original institutional repository in a new window.
The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers
Mini Dissertation (MBA)--University of Pretoria, 2017.
Saved in:
| Other Authors: | |
|---|---|
| Format: | Thesis |
| Language: | English |
| Published: |
University of Pretoria
2018
|
| Subjects: | |
| Tags: |
No Tags, Be the first to tag this record!
|
| _version_ | 1867613504497778688 |
|---|---|
| access_status_str | Open Access |
| author2 | Petzer, Danie |
| author_browse | Petzer, Danie |
| author_facet | Petzer, Danie |
| collection | Thesis |
| dc_rights_str_mv | © 2018 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2017. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/64831 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:37:12.164Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2018 |
| publishDateRange | 2018 |
| publishDateSort | 2018 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/64831 The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers Petzer, Danie ichelp@gibs.co.za Zietsman, Pieter Joubert UCTD Mini Dissertation (MBA)--University of Pretoria, 2017. Relationship marketing, inclusive of the relationship quality constructs relationship satisfaction, trust and commitment, has been widely acknowledge as a tool to ensure loyalty. With limited studies conducting research to determine if relationship satisfaction, trust and commitment predicts overall satisfaction, a predictor of loyalty, within a business-to-business environment this study investigates the aforementioned focussing on SMEs and their relationship with banks within an emerging market. Through secondary data obtained through email administered questionnaires a total of 1087 respondents was deemed valid for hypothesis testing. The constructs were analysed through multiple and simple linear regression models. Relationship satisfaction and commitment was found to be significant predictors of overall satisfaction; the former being found to be the most important factor in predicting overall satisfaction. Trust, in contrast to most theorists, was however found not to be a significant predictor to overall satisfaction although having an influence on the overall model fit. Overall satisfaction was found to be an exceptionally strong predictor of loyalty indicating that within a business-to-business environment it is pivotal for banking managers to ensure that their SME business customers is satisfied with the relationship they have with the bank along with being committed to ensure the continuation of this relationship. Ultimately these aspects are key to long-term business loyalty. lt2018 Gordon Institute of Business Science (GIBS) MBA Unrestricted 2018-05-11T09:02:33Z 2018-05-11T09:02:33Z 30-03-18 2017 Mini Dissertation Zietsman, PJ 2017, The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers, MBA Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/64831> http://hdl.handle.net/2263/64831 en © 2018 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers |
| title | The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers |
| title_full | The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers |
| title_fullStr | The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers |
| title_full_unstemmed | The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers |
| title_short | The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers |
| title_sort | relationship between relationship quality constructs overall satisfaction and loyalty an emerging market perspective of sme banking customers |
| topic | UCTD |
| url | http://hdl.handle.net/2263/64831 |