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Antecedents and consequences of relationship quality. A case study of banking sector in Romania

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  • Simona-Mihaela TRIF

    (Faculty of Economics and Business Administration, West University of Timisoara, Romania)

Abstract

This study investigates the impact of service quality and communication quality on relationship quality, as well as its influence on customer loyalty. Also, this study seeks to identify those intrinsic factors that best explains the structure of relationship quality construct. The conceptual model, which includes the hypothesized relationships, is validated in the banking sector in Romania through findings from an email survey of 78 business customers. Structural equation modeling (SEM) is used in order to test the model fit and estimate the hypothesized relationships. The findings indicate that service quality and communication quality are significantly related to relationship quality, and relationship quality and customer loyalty are positively and strongly associated. Concerning the dimensionality of relationship quality, it was shown that satisfaction, trust, and commitment are the intrinsic factors that best explain its structure. In addition, it was proved that communication quality is a better predictor of relationship quality then service quality. This paper reinforces the importance of relationship quality as a source of sustainable competitive advantage due to its intangible aspects which cannot be easily duplicated by competitors. For managers, this study demonstrates the importance that the relationship quality plays in fostering customer loyalty. Also, the limitations of this research are presented, as well as directions for future research.

Suggested Citation

  • Simona-Mihaela TRIF, 2012. "Antecedents and consequences of relationship quality. A case study of banking sector in Romania," Timisoara Journal of Economics, West University of Timisoara, Romania, Faculty of Economics and Business Administration, vol. 5(18), pages 253-271.
    • Handle: RePEc:wun:journl:tje:v05:y2012:i18:a04
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    References listed on IDEAS

    as
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    More about this item

    Keywords

    relationship quality; service quality; communication quality; customer loyalty; Business-to-Business; SEM;
    All these keywords.

    JEL classification:

    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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