{"id":"https://openalex.org/W2147425934","doi":"https://doi.org/10.5296/ijafr.v4i2.6537","title":"Factors Contributing to Customer Loyalty in Commercial Banking","display_name":"Factors Contributing to Customer Loyalty in Commercial Banking","publication_year":2014,"publication_date":"2014-10-19","ids":{"openalex":"https://openalex.org/W2147425934","doi":"https://doi.org/10.5296/ijafr.v4i2.6537","mag":"2147425934"},"language":"en","primary_location":{"id":"doi:10.5296/ijafr.v4i2.6537","doi":"https://doi.org/10.5296/ijafr.v4i2.6537","is_oa":true,"landing_page_url":"https://doi.org/10.5296/ijafr.v4i2.6537","pdf_url":null,"source":{"id":"https://openalex.org/S2764374755","display_name":"International Journal of Accounting and Financial Reporting","issn_l":"2162-3082","issn":["2162-3082"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific"],"host_organization":"https://openalex.org/P4328141805","host_organization_name":"Macrothink Institute","host_organization_lineage":["https://openalex.org/P4328141805"],"host_organization_lineage_names":["Macrothink Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Accounting and Financial Reporting","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.5296/ijafr.v4i2.6537","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5004543821","display_name":"Bareerah Khan","orcid":"https://orcid.org/0009-0004-1473-2357","observed_orcids":["https://orcid.org/0009-0004-1473-2357"]},"institutions":[{"id":"https://openalex.org/I174731842","display_name":"Islamia University of Bahawalpur","ror":"https://ror.org/002rc4w13","country_code":"PK","type":"education","lineage":["https://openalex.org/I174731842"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Bareerah Khan","raw_affiliation_strings":["Islamia University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Islamia University","institution_ids":["https://openalex.org/I174731842"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5052298952","display_name":"Muhammad Suhail Rizwan","orcid":"https://orcid.org/0000-0002-5332-9980","observed_orcids":["https://orcid.org/0000-0002-5332-9980"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Muhammad Rizwan","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.5466,"has_fulltext":false,"cited_by_count":27,"citation_normalized_percentile":{"value":0.95562247,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"1","issue":"1","first_page":"413","last_page":"413"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/commercial-banks","display_name":"commercial banks","score":0.9710000157356262},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9940000176429749},{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.7519999742507935},{"id":"https://openalex.org/keywords/switching-costs","display_name":"switching costs","score":0.9760000109672546},{"id":"https://openalex.org/keywords/corporate-image","display_name":"corporate image","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-involvement","display_name":"customer involvement","score":0.9990000128746033},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.9279999732971191},{"id":"https://openalex.org/keywords/bank-customer-relationship","display_name":"bank-customer relationship","score":0.7210000157356262}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.8241389989852905},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7806432247161865},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.7144591808319092},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.7108988165855408},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6851381659507751},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6713095903396606},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.6368499398231506},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6244044303894043},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5773971676826477},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5508775115013123},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4785671532154083},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4572567045688629},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3412788510322571}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5296/ijafr.v4i2.6537","doi":"https://doi.org/10.5296/ijafr.v4i2.6537","is_oa":true,"landing_page_url":"https://doi.org/10.5296/ijafr.v4i2.6537","pdf_url":null,"source":{"id":"https://openalex.org/S2764374755","display_name":"International Journal of Accounting and Financial Reporting","issn_l":"2162-3082","issn":["2162-3082"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific"],"host_organization":"https://openalex.org/P4328141805","host_organization_name":"Macrothink Institute","host_organization_lineage":["https://openalex.org/P4328141805"],"host_organization_lineage_names":["Macrothink Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Accounting and Financial Reporting","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.5296/ijafr.v4i2.6537","doi":"https://doi.org/10.5296/ijafr.v4i2.6537","is_oa":true,"landing_page_url":"https://doi.org/10.5296/ijafr.v4i2.6537","pdf_url":null,"source":{"id":"https://openalex.org/S2764374755","display_name":"International Journal of Accounting and Financial Reporting","issn_l":"2162-3082","issn":["2162-3082"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific"],"host_organization":"https://openalex.org/P4328141805","host_organization_name":"Macrothink Institute","host_organization_lineage":["https://openalex.org/P4328141805"],"host_organization_lineage_names":["Macrothink Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Accounting and Financial Reporting","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":61,"referenced_works":["https://openalex.org/W8706888","https://openalex.org/W659549537","https://openalex.org/W1541708487","https://openalex.org/W1594945480","https://openalex.org/W1599366360","https://openalex.org/W1608836379","https://openalex.org/W1689771227","https://openalex.org/W1708393801","https://openalex.org/W1906706893","https://openalex.org/W1957555229","https://openalex.org/W1965574139","https://openalex.org/W1967584312","https://openalex.org/W1971383864","https://openalex.org/W1971472674","https://openalex.org/W1971681758","https://openalex.org/W1973687016","https://openalex.org/W1974950726","https://openalex.org/W1975980702","https://openalex.org/W1979522819","https://openalex.org/W1979907230","https://openalex.org/W1981635817","https://openalex.org/W1982997261","https://openalex.org/W1992706455","https://openalex.org/W2007738521","https://openalex.org/W2011587120","https://openalex.org/W2017732813","https://openalex.org/W2028809046","https://openalex.org/W2034842509","https://openalex.org/W2047345533","https://openalex.org/W2053542775","https://openalex.org/W2053583812","https://openalex.org/W2060855982","https://openalex.org/W2061077192","https://openalex.org/W2061569435","https://openalex.org/W2063821546","https://openalex.org/W2064019311","https://openalex.org/W2070054856","https://openalex.org/W2077627952","https://openalex.org/W2078492393","https://openalex.org/W2089544520","https://openalex.org/W2094029492","https://openalex.org/W2094598600","https://openalex.org/W2102467277","https://openalex.org/W2105410614","https://openalex.org/W2109174512","https://openalex.org/W2115612291","https://openalex.org/W2137247419","https://openalex.org/W2150306270","https://openalex.org/W2151141708","https://openalex.org/W2181585820","https://openalex.org/W2245178316","https://openalex.org/W2281721924","https://openalex.org/W2316836042","https://openalex.org/W2409014436","https://openalex.org/W2412808290","https://openalex.org/W2489852417","https://openalex.org/W2572371720","https://openalex.org/W2799719022","https://openalex.org/W2970622741","https://openalex.org/W3005401706","https://openalex.org/W3213191483"],"related_works":["https://openalex.org/W4308449606","https://openalex.org/W7220755589","https://openalex.org/W4415309520","https://openalex.org/W2163885464","https://openalex.org/W2122329432","https://openalex.org/W7097752620","https://openalex.org/W2265911511","https://openalex.org/W2122776557","https://openalex.org/W2979639723","https://openalex.org/W1549980317"],"abstract_inverted_index":{"Customer":[0,28,96,100,150,159,162,174],"Loyalty":[1,29,101],"has":[2,167],"been":[3],"realized":[4],"as":[5],"a":[6,143,168],"significant":[7,147],"aspect":[8],"in":[9,17,84,102],"the":[10,33,78,99,133],"establishment":[11],"and":[12,90,114,127,146,161],"maintenance":[13],"of":[14,74,135],"competitive":[15],"edge":[16],"services":[18],"sectors.":[19],"Firm\u2019s":[20],"performance":[21],"is":[22,61,142],"positively":[23],"affected":[24],"with":[25,48,69,86,153],"customer":[26,82],"loyalty.":[27],"not":[30],"only":[31],"increases":[32],"business":[34],"value":[35],"but":[36,170],"they":[37],"also":[38],"allow":[39],"it":[40],"to":[41,65,80],"uphold":[42],"costs":[43],"lower":[44],"than":[45],"those":[46],"associated":[47],"attracting":[49],"new":[50],"customers.":[51,71],"Now":[52],"days,":[53],"banking":[54,103],"sectors":[55],"are":[56],"promoting":[57],"Relational":[58],"marketing":[59],"which":[60,81],"beneficial":[62],"for":[63,132],"them":[64],"build":[66],"long-term":[67],"relationship":[68,148,172],"their":[70],"Empirical":[72],"research":[73],"this":[75,106,136],"paper":[76],"examines":[77],"extent":[79],"Satisfaction":[83,151],"accordance":[85],"Perceived":[87,154],"Service":[88,155],"quality":[89],"Trust,":[91],"Switching":[92,165],"Cost,":[93],"Corporate":[94,157],"Image,":[95,158],"Involvement":[97],"Influence":[98],"sector.":[104],"For":[105],"analysis,":[107],"Questionnaires":[108],"were":[109,116,130],"distributed":[110],"among":[111],"150":[112],"people":[113],"data":[115],"collected":[117],"from":[118],"148":[119],"questionnaires":[120],"selected":[121],"through":[122],"non-probability":[123],"sampling":[124],"technique.":[125],"Regression":[126],"Correlation":[128],"techniques":[129],"used":[131],"analysis":[134],"study.":[137],"Findings":[138],"show":[139],"that":[140],"there":[141],"direct":[144],"positive":[145,169],"between":[149],"together":[152],"Quality,":[156],"involvement":[160],"Loyalty.":[163,175],"While,":[164],"Cost":[166],"insignificant":[171],"on":[173]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":5},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}