Please use this identifier to cite or link to this item:
https://cris.library.msu.ac.zw//handle/11408/5422
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Mufaro Dzingirai | en_US |
dc.contributor.author | Noah Tshuma | en_US |
dc.contributor.author | Shingirai Sikomwe | en_US |
dc.date.accessioned | 2023-03-21T15:24:08Z | - |
dc.date.available | 2023-03-21T15:24:08Z | - |
dc.date.issued | 2023 | - |
dc.identifier.uri | https://cris.library.msu.ac.zw//handle/11408/5422 | - |
dc.description.abstract | Recently, there has been an exponential increase in microfinance institutions leading to intense competition. This has impelled the interest of scholars, practitioners, and researchers in customer loyalty. Nonetheless, there is a dearth of empirical evidence on the determinants of customer loyalty in the microfinance sector. Accordingly, the main objective of this study is to establish the determinants of customer loyalty. Employing correlational research design with a sample size of 132 customers of microfinance institutions in Gweru who completed a highly structured questionnaire, the hypotheses are tested using Pearson correlation and regression analysis. The findings reveal that service quality, customer trust, and customer satisfaction have a strong statistically significant positive effect on customer loyalty. Nonetheless, a weak insignificant positive relationship between perceived microfinance image and customer loyalty is observed. It is, therefore, recommended that the managers should devise strategies to augment service quality, customer trust, and customer satisfaction. | en_US |
dc.language.iso | en | en_US |
dc.publisher | IGI Global | en_US |
dc.subject | Customer Loyalty | en_US |
dc.subject | Zimbabwean Microfinance Sector | en_US |
dc.subject | Microfinance institutions | en_US |
dc.subject | Microfinance | en_US |
dc.title | Determinants of Customer Loyalty in the Zimbabwean Microfinance Sector | en_US |
dc.type | book part | en_US |
dc.relation.publication | Research Anthology on Microfinance Services and Roles in Social Progress | en_US |
dc.identifier.doi | 10.4018/978-1-6684-7552-2.ch029 | - |
dc.contributor.affiliation | Midlands State University, Zimbabwe | en_US |
dc.contributor.affiliation | Midlands State University, Zimbabwe | en_US |
dc.contributor.affiliation | Midlands State University, Zimbabwe | en_US |
dc.relation.isbn | 9781668475522 | en_US |
dc.description.startpage | 527 | en_US |
dc.description.endpage | 544 | en_US |
item.languageiso639-1 | en | - |
item.openairetype | book part | - |
item.openairecristype | http://purl.org/coar/resource_type/c_3248 | - |
item.cerifentitytype | Publications | - |
item.grantfulltext | open | - |
item.fulltext | With Fulltext | - |
Appears in Collections: | Book Chapters |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Determinants of Customer Loyalty in the Zimbabwean.pdf | Abstract | 59.99 kB | Adobe PDF | View/Open |
Page view(s)
48
checked on Aug 25, 2024
Download(s)
38
checked on Aug 25, 2024
Google ScholarTM
Check
Altmetric
Items in MSUIR are protected by copyright, with all rights reserved, unless otherwise indicated.