AI SearchA customer behavior study within the banking industry of Pakistan : (Record no. 25174)
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| fixed length control field | 06019nas|a2200445 a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260818085639.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 170512s2015 th uu m rtt 0| a1eng d |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | .b12183374 |
| 099 #9 - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | AIT Diss. no.SM-15-04 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Khan, Zia Ullah |
| 245 12 - TITLE STATEMENT | |
| Title | A customer behavior study within the banking industry of Pakistan : |
| Remainder of title | evaluating the roles and inter-relationships of percieved service quality, corporate social responsibility, trust and continuance commitment on customer loyalty intentions |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Pathum Thani, Thailand : |
| Name of publisher, distributor, etc. | Asian Institute of Technology, |
| Date of publication, distribution, etc. | 2015 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 79 leaves : |
| Other physical details | ill. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Dissertation ; |
| Volume/sequential designation | no. SM-15-04 |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Thesis (Ph.D.) - Asian Institute of Technology, 2015 |
| 500 ## - GENERAL NOTE | |
| General note | A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Management, School of Management |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Prior research , mostly with in developed countries , has identified that Corporate Social Responsibility (CSR) can contribute towards customer behavior, yet, to date , researchers have provided limited specific information on if, and to what extent, CSR itself influence s service quality and loyalty relationships that serve to establish and maintain a firm{u2019}s profitability. Expanding the corpus, this research develops and empirical ly tests a conceptual framework which predicts the effects of CSR perceptions on a well - established customer behavior relationship path of Perceived Service Quality ( PSQ ) - trust - and loyalty intentions . This research evaluates the explicit contribution of CSR towards customer perceptions and validates the relevance for expanding a customer behavior model to include CSR characteristics. Although, t his research is stimulated by a scarcity of customer behavior related empirical CSR re search with in developing countries, t he purpose of this research is three fold . These include (1) whether and to what extent CSR perceptions influence the well - established relationship path of PSQ - trust - loyalty intentions (2) whether and t o what extent this relationship path, i.e. PSQ - trust - loyalty intentions , remains valid in the retail banking industry of Pakistan , and ( 3) whether and to what extent constraint - based relationship variables , such as perceived switching costs and continuance commit ment , affect customer loyalty intentions . Five banks were selected as relevant for this research. They are considered active in CSR activities , and use CSR as an explicit marketing tool . Using quota sampling with respect to these five eligible banks, 408 customers participated in the satisfactory completi on of a quantitative survey . The a nalysis verified the relevance of the hypothesized model; tested primarily through Partial Least S quares base d Structural Equation Mode ling (i.e. PLS - SEM) . The results of this study contribute to the literature base by confirming CSR is perceived as serv ing as a relevant and important direct determinant of PSQ, trust and loyalty intentions within the context of the retail banking industry . CSR should therefore be fundamentally considered alongside core business values in order to develop customer retention strategies. This study highlights that CSR should be recognised a s a relevant consideration for marketing professionals who are seeking to enhance PSQ - loyalty relationships. Secondly, the outcomes of this study also confirm ed that the role of trust within the path of PSQ - trust - loyalty intentions is recognised as being significant w ithin the context of this industry. On the other hand, constraint - based relationship variables , such as perceived switching costs and continuance commitment , do not actually illustrate any significant impact on customer loyalty intentions . This implies that , with better perceptions of service quality and trust , constraint - based relationship variables such as continuance commitment and switching costs , do not appear to harm customer loyalty intentions . Therefore, this research suggests that const raint - based relationship marketing strategies can safely be strengthened simultaneously without necessarily damaging other customer loyalty benefits in Pakistan . |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Banks and banking |
| General subdivision | Customer services |
| Geographic subdivision | Pakistan |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Social responsibility of business |
| Geographic subdivision | Pakistan |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer loyalty |
| Geographic subdivision | Pakistan |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Ferguson, David, |
| Relator term | Chairperson |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Supasith Chonglerttham, |
| Relator term | Examination Committee |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Shivakoti, Ganesh P., |
| Relator term | Examination Committee |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Higher Education Commission of Pakistan, |
| Relator term | Scholarship donor |
| 810 2# - SERIES ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Asian Institute of Technology. |
| Title of a work | Dissertation ; |
| Volume/sequential designation | no. SM-15-04 |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Full-Text |
| Uniform Resource Identifier | <a href="http://203.159.5.9/ait-thesis/detail.php?q=B00837">http://203.159.5.9/ait-thesis/detail.php?q=B00837</a> |
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| Cataloger's initials, CIN (RLIN) | 170512 |
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| Withdrawn status | Lost status | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type | Cost, normal purchase price |
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| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | Archives | 18/08/2026 | AIT Diss. no.SM-15-04 | 30050120312243 | 18/08/2026 | 1 | 18/08/2026 | 40-Archives | |||||
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | AIT Publications | 18/08/2026 | AIT Diss. no.SM-15-04 | 30050120524227 | 18/08/2026 | 1 | 18/08/2026 | 20-AIT Publication | 50.00 | ||||
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | AIT Publications | 18/08/2026 | AIT Diss. no.SM-15-04 | 30050120907000 | 18/08/2026 | 2 | 18/08/2026 | 20-AIT Publication |