The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya

The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya

The study aims to explore the influence of service quality, corporate image and trust on loyalty with the mediating effect of satisfaction. In this regard, a theoretical model from various studies was conceptualized. Using a survey, a valid sample of 375 bank customers from 500 was drawn through r...

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Main Author: Elbakoush, Abdalla Yousef
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/4620/1/s815313.pdf
https://etd.uum.edu.my/4620/2/s815313_abstract.pdf
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id my-uum-etd.4620
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Lebai Othman, Ismail
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Elbakoush, Abdalla Yousef
The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya
description The study aims to explore the influence of service quality, corporate image and trust on loyalty with the mediating effect of satisfaction. In this regard, a theoretical model from various studies was conceptualized. Using a survey, a valid sample of 375 bank customers from 500 was drawn through random sampling from banks that are located in the Missurata city of Libya due to the warring and unrest in other locations. The findings of this study reveal that service quality, corporate image and trust influence customer loyalty. Importantly, some insights can be drawn from the findings of this study by practicing bankers and policy makers. The findings showed that bank policy makers should therefore ensure that appropriate policies are put in place that will ensure that the customers do not switch to competitors through clear and written policy that will guide the activities of their banks.
format Thesis
qualification_name masters
qualification_level Master's degree
author Elbakoush, Abdalla Yousef
author_facet Elbakoush, Abdalla Yousef
author_sort Elbakoush, Abdalla Yousef
title The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya
title_short The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya
title_full The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya
title_fullStr The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya
title_full_unstemmed The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya
title_sort influence of service quality, corporate image, trust and satisfaction on customer loyalty: evidence from banking industry in libya
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/4620/1/s815313.pdf
https://etd.uum.edu.my/4620/2/s815313_abstract.pdf
_version_ 1747827767409377280
spelling my-uum-etd.46202021-03-18T06:41:14Z The influence of service quality, corporate image, trust and satisfaction on customer loyalty: Evidence from banking industry in Libya 2015 Elbakoush, Abdalla Yousef Lebai Othman, Ismail Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. The study aims to explore the influence of service quality, corporate image and trust on loyalty with the mediating effect of satisfaction. In this regard, a theoretical model from various studies was conceptualized. Using a survey, a valid sample of 375 bank customers from 500 was drawn through random sampling from banks that are located in the Missurata city of Libya due to the warring and unrest in other locations. The findings of this study reveal that service quality, corporate image and trust influence customer loyalty. Importantly, some insights can be drawn from the findings of this study by practicing bankers and policy makers. The findings showed that bank policy makers should therefore ensure that appropriate policies are put in place that will ensure that the customers do not switch to competitors through clear and written policy that will guide the activities of their banks. 2015 Thesis https://etd.uum.edu.my/4620/ https://etd.uum.edu.my/4620/1/s815313.pdf text eng public https://etd.uum.edu.my/4620/2/s815313_abstract.pdf text eng public masters masters Universiti Utara Malaysia Aagja, J.P., Mammen, T. and Saraswat, A. (2011), “Validating service convenience scale and profiling customers: a study in the Indian retail context”, Vikalpa, Vol. 36 No. 4, pp. 25- 49. Abd-El-Salam, E., Shawky, A., & El-Nahas,T. (2013). The Impact of Corporate Image and Reputation on Service Quality, Customer Satisfaction and Customer Loyalty: Testing the Mediating Role (Case Analysis in. The Business and …, 8(1). 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