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Banking the Kiwi Way: Examining the Underpinnings of Relationship Quality in New Zealand Banks

Citation

Hhoo-Lattimore, C and Yang, L and Ekiz, EH, Banking the Kiwi Way: Examining the Underpinnings of Relationship Quality in New Zealand Banks, Banking and Finance Letters, 2, (4) pp. 409-418. ISSN 1308-6588 (2010) [Refereed Article]


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Abstract

The purpose of this paper is to examine the impact of five relational dynamics namely trust, personalization, communication, conflict handling and empathy, on relationship quality in the New Zealand banking industry. The data for this study came from a total of 208 bank customers in Dunedin, New Zealand. The results of the study conclude that all five dynamics significantly influenced relationship quality.

Item Details

Item Type:Refereed Article
Keywords:industry, relationship quality, customer perspectives, New Zealand
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing not elsewhere classified
Objective Division:Commercial Services and Tourism
Objective Group:Financial Services
Objective Field:Finance Services
Author:Yang, L (Ms Lin Yang)
ID Code:124113
Year Published:2010
Deposited By:Tasmanian School of Business and Economics
Deposited On:2018-02-08
Last Modified:2018-02-14
Downloads:0

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