Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
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TY - JOUR
T1 - The relationship quality effect on customer loyalty
AU - Auruskeviciene, Vilte
AU - Salciuviene, Laura
AU - Skudiene, Vida
PY - 2010
Y1 - 2010
N2 - This study aims to identify the dimensions of relationship quality that enablesprofessional 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 withcustomers in a professional services market.
AB - This study aims to identify the dimensions of relationship quality that enablesprofessional 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 withcustomers in a professional services market.
KW - relationship quality
KW - loyalty
KW - services quality
KW - professional IT services
M3 - Journal article
VL - 10
SP - 23
EP - 36
JO - Pecvnia
JF - Pecvnia
SN - 2340-4272
ER -