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The relationship quality effect on customer loyalty

Research output: Contribution to Journal/MagazineJournal articlepeer-review

<mark>Journal publication date</mark>2010
Number of pages14
Pages (from-to)23-36
Publication StatusPublished
<mark>Original language</mark>English


This study aims to identify the dimensions of relationship quality that enables
professional services companies to establish long-term relations with their clients and fosters the loyalty of the client. The theoretical framework of relationship quality dimensions and customer loyalty interrelationship in a sample of 74 Lithuanian companies' managers buying IT service has been empirically tested.
The findings suggest that the three variables (functional quality, trust, and commitment) have a significant effect on IT services customer loyalty. Functional quality construct is the most important in building long-term relationship with
customers in a professional services market.