The relationship between selected vaiables and customer loyalty within the banking environment of an emerging economy
Abstract
The aim of this study is to investigate the influence of two-way communication and conflict handling
on perceived customer loyalty in the South African banking environment. The study was quantitative and descriptive
in nature. Primary data was gathered using a closed-ended questionnaire. The sample consisted of 285 respondents.
The statistical analysis that was used in the study included descriptive statistics and multiple regression analysis to
test the hypotheses. Both, two-way communication and conflict handling, exerted a positive relationship on
customer loyalty. It is, therefore, imperative for South African banks to listen to their customers, provide accurate
information and ensure conflicting situations are resolved effectively.
URI
http://hdl.handle.net/10394/20704http://www.krepublishers.com/02-Journals/JSS/JSS-00-0-000-000-1997-Web/JSS-00-0-000-000-1997-1-Cover.htm