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Investigating the effects of relationship marketing mechanisms of Shammut model on customer loyalty

Author

Listed:
  • Hamed Shakerian

    (Department of Management, College of Humanities, Yazd Science and Research Branch, Islamic Azad University, Yazd, Iran)

  • Mohammad Mirmohammadi Sadrabadi

    (Lecturer, Department of Accounting, Yazd Branch, University of Science and Arts, Yazd, Iran)

  • Reza Saliani

    (Department of Management, College of Humanities, Yazd Science and Research Branch, Islamic Azad University, Yazd, Iran)

  • Hasan Dehghan Dehnavi

    (Department of Accounting, Yazd Branch, Islamic Azad University, Yazd, Iran)

Abstract

This study was constructed to investigate the effects of relationship marketing mechanisms of on customer loyalty in Yazd hotels. Relationship marketing mechanisms include financial, social, and structural mechanisms. The present paper is an applied research adopting a descriptive-correlational method and survey design. The statistical population of this study consisted of the customers who stayed in Yazd 3-star hotels. Through using a pre-test, the population variance was estimated and then the sample size was calculated using unlimited population formula. A questionnaire was used for data collection. In addition to descriptive statistics, the correlation coefficient test and path analysis were used to determine the strength of the relationship between variables and model structural equation of the study to verify the hypotheses, respectively. The results of the study showed that none of relationship marketing mechanisms including financial, social, and structural ones did not have significant impact on the sentiments. Although financial mechanism did not have significant impact on relationship quality, social mechanism influenced on the relationship quality. Moreover, structural mechanism did not affect the quality of the relationship. A qualified relationship has many benefits such as customers’ loyalty, customers’ satisfaction of the customer service organizations, and introducing them to others.

Suggested Citation

  • Hamed Shakerian & Mohammad Mirmohammadi Sadrabadi & Reza Saliani & Hasan Dehghan Dehnavi, 2017. "Investigating the effects of relationship marketing mechanisms of Shammut model on customer loyalty," Marketing and Branding Research, EUROKD, vol. 4(1), pages 73-88.
    • Handle: RePEc:bco:mbraaa::v:4:y:2017:p:73-88
    DOI: 10.33844/mbr.2017.60189
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    References listed on IDEAS

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    1. Neng-Pai Lin & James Weng & Yi-Ching Hsieh, 2003. "Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage," The Service Industries Journal, Taylor & Francis Journals, vol. 23(3), pages 103-124.
    2. Sweeney, Jill & Swait, Joffre, 2008. "The effects of brand credibility on customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 179-193.
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