MEDIATOR EFFECT OF CUSTOMER COMMITMENT ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER CITIZENSHIP BEHABIOR / AYOMIDE MECHAK ABOLAJI; SUPERVISOR: ASSOC. PROF. DR. FIGEN YEŞİLADA

Yazar: Katkıda bulunan(lar):Dil: İngilizce 2023Tanım: viii, 61 sheets; 31 cm. Includes CDİçerik türü:
  • text
Ortam türü:
  • unmediated
Taşıyıcı türü:
  • volume
Diğer başlık:
  • THE CASE OF NIGERIAN BAKING INDUSTRY
Konu(lar): Tez notu: Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department Özet: ABSTRACT This study is driven to investigate if perceived service quality has an effect on CCB in the Nigerian banking industry. Coupled with this, this study examined the triangular association between perceived service quality, customer commitment and customer citizenship behavior with an intent to discover an effect of this trilogy within the Nigerian banking industry. Using a descriptive research design, six research questions were answered using dataset collected from a sample of respondents who are bank users in Nigeria. Preliminary and main analyses were carried out. The result of this study found out that perceived service quality predicts customer citizenship behavior in the Nigerian banking industry, customer commitment predicted customer citizenship behavior, and the perceived service quality and customer citizenship behavior predictive relationship was fully mediated by customer commitment. Hence, customer commitment was revealed as an important mediator that affects the relationship between perceived service quality and customer citizenship behavior. The result of this study birth some practical implication with bank managers and stakeholders and it highlighted the importance of providing excellent service to their customers so that they can become attached to the bank and other co-customers. Keywords: Bank, Customer Commitment, Customer Citizenship Behaviour, Nigeria, Perceived Service Quality
Materyal türü: Thesis
Mevcut
Materyal türü Geçerli Kütüphane Koleksiyon Yer Numarası Durum Notlar İade tarihi Barkod Materyal Ayırtmaları
Thesis Thesis CIU LIBRARY Tez Koleksiyonu Tez Koleksiyonu YL 2789 A36 2023 (Rafa gözat(Aşağıda açılır)) Kullanılabilir Business Administration Department T3128
Suppl. CD Suppl. CD CIU LIBRARY Görsel İşitsel YL 2789 A36 2023 (Rafa gözat(Aşağıda açılır)) Kullanılabilir Business Administration Department CDT3128
Toplam ayırtılanlar: 0

Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department

Includes bibliography (sheets 42-58)

ABSTRACT
This study is driven to investigate if perceived service quality has an effect on CCB in
the Nigerian banking industry. Coupled with this, this study examined the triangular
association between perceived service quality, customer commitment and customer
citizenship behavior with an intent to discover an effect of this trilogy within the
Nigerian banking industry. Using a descriptive research design, six research questions
were answered using dataset collected from a sample of respondents who are bank
users in Nigeria. Preliminary and main analyses were carried out. The result of this
study found out that perceived service quality predicts customer citizenship behavior
in the Nigerian banking industry, customer commitment predicted customer
citizenship behavior, and the perceived service quality and customer citizenship
behavior predictive relationship was fully mediated by customer commitment. Hence,
customer commitment was revealed as an important mediator that affects the
relationship between perceived service quality and customer citizenship behavior. The
result of this study birth some practical implication with bank managers and
stakeholders and it highlighted the importance of providing excellent service to their
customers so that they can become attached to the bank and other co-customers.
Keywords: Bank, Customer Commitment, Customer Citizenship Behaviour, Nigeria,
Perceived Service Quality

Araştırmaya Başlarken  
   Sıkça Sorulan Sorular