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| 008 | 170512s2015 th uu m rtt 0| a1eng d | ||
| 035 | _a.b12183374 | ||
| 099 | 9 | _aAIT Diss. no.SM-15-04 | |
| 100 | 1 | _aKhan, Zia Ullah | |
| 245 | 1 | 2 |
_aA customer behavior study within the banking industry of Pakistan : _bevaluating the roles and inter-relationships of percieved service quality, corporate social responsibility, trust and continuance commitment on customer loyalty intentions |
| 260 |
_aPathum Thani, Thailand : _bAsian Institute of Technology, _c2015 |
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| 300 |
_a79 leaves : _bill. |
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| 490 | 1 |
_aDissertation ; _vno. SM-15-04 |
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| 502 | _aThesis (Ph.D.) - Asian Institute of Technology, 2015 | ||
| 500 | _aA dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Management, School of Management | ||
| 520 | _aPrior 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 |
_aBanks and banking _xCustomer services _zPakistan |
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| 650 | 0 |
_aSocial responsibility of business _zPakistan |
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| 650 | 0 |
_aCustomer loyalty _zPakistan |
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| 700 | 1 |
_aFerguson, David, _eChairperson |
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| 700 | 0 |
_aSupasith Chonglerttham, _eExamination Committee |
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| 700 | 1 |
_aShivakoti, Ganesh P., _eExamination Committee |
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| 710 | 2 |
_aHigher Education Commission of Pakistan, _eScholarship donor |
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| 810 | 2 |
_aAsian Institute of Technology. _tDissertation ; _vno. SM-15-04 |
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_3Full-Text _uhttp://203.159.5.9/ait-thesis/detail.php?q=B00837 |
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_a000:001:PDF:b1218337:003096:0:0:0:0:0:0 _tClick to view Abstract -- Diss. SM-15-04 _vn |
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