Purpose The purpose of this paper is to explore the determinants of relationship quality (hereafter referred to as RQ) and its impact on customer loyalty within an emerging retail banking market through a dual-lens theory. Design/methodology/approach The research informants were recruited from a...

Purpose – This purpose of this paper is to investigate the diagnostic abilities and dimensional structure of the SERVQUAL scale within a non-western automotive repair services setting. Design/methodology/approach – Data collected from a randomly generated sample of 555 participants that...

Purpose – The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western retail stores setting. Design/methodology/approach – A quantitative approach was employed, using 19-item,...