The influence of trust, commitment and conflict-handling on customer loyalty: A parallel investigation
Journal of Economic and Financial Sciences
| Field | Value | |
| Title | The influence of trust, commitment and conflict-handling on customer loyalty: A parallel investigation | |
| Creator | Roberts-Lombard, Mornay Strachan, Lauren du Plessis, Leon | |
| Description | The primary objective of this article is to compare the influence of trust, commitment, and conflict-handling on customer loyalty through the intervening role of Customer Relationship Management (CRM) in the life and non-life insurance sector of South Africa. Primary data was gathered using a questionnaire. The sample consisted of 254 life insurance and 400 non-life insurance customers in South Africa. Multiple regression analysis was used to test the hypotheses. For the life insurance component of the study, trust, commitment and conflict-handling exerted a statistically significant positive influence on CRM. CRM also positively influenced customer loyalty. For the non-life insurance component of the study, no significant relationship exists between trust and CRM. A significant positive relationship does exist between conflict-handling and CRM, while a significant negative relationship exists between commitment and CRM. Therefore, life and non-life insurance providers should retain and develop loyal customers by being trustworthy (giving and keeping promises, providing quality services and illustrating a respect for customers), committed (enhanced segmentation of the customer base and increased customer surveys), and, lastly, by resolving conflicts in a timely and acceptable manner, limiting the difficulties and disappointment experienced by the customer. | |
| Publisher | AOSIS | |
| Date | 2013-04-30 | |
| Identifier | 10.4102/jef.v6i1.284 | |
| Source | Journal of Economic and Financial Sciences; Vol 6, No 1 (2013); 195-216 2312-2803 1995-7076 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://jefjournal.org.za/index.php/jef/article/view/284/364
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