Figure 3 - available via license: Creative Commons Attribution 4.0 International
Content may be subject to copyright.
Source publication
The aim of this research was to examine the direct impact of service quality, trust and customer satisfaction variables on customer loyalty. As well as the indirect effect between service quality and customer satisfaction on customer loyalty through trust variable. This research uses a quantitative approach and data collected using survey with ques...
Similar publications
This study aims to analyze the determining factors in paying zakat to BAZNAS (Badan Amil Zakat Nasional) Mandailing Natal Regency, where the average community in the area is Muslim which creates a respectable opportunity for BAZNAS institutions to collect zakat from muzakki (person who obliged to pay zakat) yet in fact zakat collection decreased in...
Citations
The study seeks to realize the role that the presence of banking talent plays in enhancing the relationship between commitment to banking principles and customer loyalty. To achieve this goal, SPSS program (version 26) was used to analyze the data collected through a questionnaire, distributed to a sample of 160 customers, who were systematically selected from Dasnia Bank in Dohuk Governorate, represented by the human resources working in the presidency of Duhok Polytechnic University, Technical College of Engineering, and Technical Institute in Sinjar, where human resources deal with Dasnia Bank. Totally, 153 copies of the questionnaire were received to analyze the data statistically between banks’ commitment to their principles (independent variable) and customers’ loyalty to banks (dependent variable), as well as the modifying variable determined by the presence of banking talent. Based on the results of the analysis, a number of conclusions were reached. The findings indicated that Dasnia Bank follows good banking practices, which makes customers more loyal. It also helps if there are good bankers in the company. Therefore, it is important to have someone who has the skills, abilities, and experience needed to work in banking. This helps banks stay true and loyal to their principles. Finally, the study recommended the need for Dasnia Bank and other banks to rely on the default model, which succeeded in clarifying a relationship of influence of banks commitment to the principles on the loyalty of customers.
The study seeks to realize the role that the presence of banking talent plays in enhancing the relationship between commitment to banking principles and customer loyalty. To achieve this goal, SPSS program (version 26) was used to analyze the data collected through a questionnaire, distributed to a sample of 160 customers, who were systematically selected from Dasnia Bank in Dohuk Governorate, represented by the human resources working in the presidency of Duhok Polytechnic University, Technical College of Engineering, and Technical Institute in Sinjar, where human resources deal with Dasnia Bank. Totally, 153 copies of the questionnaire were received to analyze the data statistically between banks' commitment to their principles (independent variable) and customers' loyalty to banks (dependent variable), as well as the modifying variable determined by the presence of banking talent. Based on the results of the analysis, a number of conclusions were reached. The findings indicated that Dasnia Bank follows good banking practices, which makes customers more loyal. It also helps if there are good bankers in the company. Therefore, it is important to have someone who has the skills, abilities, and experience needed to work in banking. This helps banks stay true and loyal to their principles. Finally, the study recommended the need for Dasnia Bank and other banks to rely on the default model, which succeeded in clarifying a relationship of influence of banks commitment to the principles on the loyalty of customers.
يتمثل الهدف الأساس للبحث بالتعرف على دور عناصر المزيج التسويقي (المنتج، السعر، الترويج، التوزيع، العاملون، الدليل المادي، العملية) في تعزيز ولاء الزبون (الولاء السلوكي، الولاء الموقفي، الولاء الادراكي)، ولغرض تحقيق الهدف اعتمد الباحث المنهج الوصفي التحليلي لتحليل فرضيات الارتباط والتأثير للبحث، تم جمع المعلومات من خلال الاستبانة التي عدت لهذا الغرض، وجرى استطلاع آراء (300) زبون من زبائن الأسواق، واستعمال البرنامج الاحصائي (SPSS & Amos 26) لغرض اختبار علاقة الارتباط والتأثير، وتوصل البحث إلى مجموعة من الاستنتاجات أهمها (وجود تأثير لعناصر المزيج التسويقي الترويج، التوزيع، العاملون، الأدلة المادية في تعزيز ولاء الزبون سواء كان سلوكي أو موقفي أو ادراكي ولكن بدرجات مختلفة، وعدم تأثير المنتج، السعر، العملية في تعزيز ولاء الزبون) واختتم البحث بمجموعة من التوصيات اكدت أهمها على (ضرورة اهتمام الأسواق بتوظيف عناصر المزيج التسويقي وزيادة الاهتمام بالمنتجات المقدمة للزبائن بشكل أكبر وبما يتناسب مع احتياجاتهم فضلا عن الاهتمام بسياسات التسعير والعمليات المتبعة لزيادة تأثيرها على تعزيز ولاء الزبون).
