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The relationship quality effect on customer loyalty

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The relationship quality effect on customer loyalty. / Auruskeviciene, Vilte; Salciuviene, Laura; Skudiene, Vida.

In: Pecvnia, Vol. 10, 2010, p. 23-36.

Research output: Contribution to Journal/MagazineJournal articlepeer-review

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Auruskeviciene V, Salciuviene L, Skudiene V. The relationship quality effect on customer loyalty. Pecvnia. 2010;10:23-36.

Author

Auruskeviciene, Vilte ; Salciuviene, Laura ; Skudiene, Vida. / The relationship quality effect on customer loyalty. In: Pecvnia. 2010 ; Vol. 10. pp. 23-36.

Bibtex

@article{0cdb39ce8ab94f1aaed22b17daea281b,
title = "The relationship quality effect on customer loyalty",
abstract = "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.",
keywords = "relationship quality, loyalty , services quality , professional IT services",
author = "Vilte Auruskeviciene and Laura Salciuviene and Vida Skudiene",
year = "2010",
language = "English",
volume = "10",
pages = "23--36",
journal = "Pecvnia",
issn = "1699-9495",

}

RIS

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 - 1699-9495

ER -