Bojei, Jamil and Che Wel, Che Aniza
(2003)
The Impact Of Personal, Sociological And
Institutional Influences On Relationship
Commitment In Retail Banking.
Asian Academy of Management Journal (AAMJ), 8 (1).
pp. 1-17.
ISSN 1394-2603
Abstract
Previous research in the domain of relationship marketing has focused mainly on the antecedents of
loyalty and commitment in the industrial market, distribution channel or consumer goods. This
study however, models the antecedents of consumer's relationship commitment in the context of a
retail banking service. The impact of the four key explanatory variables (personal influences,
sociological influences, institutional influences, and trust) are examined. The results support the
hypothesized model and shows sociological influences to be a key driver of all antecedent
variables, and the most powerful determinant of the relationship commitment.
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