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How to cite this paper
APA: Pourrahidi, R., Kiani, M & Jafari, M. (2014). An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm. Management Science Letters, 4(1), 187-192.
Chicago/Turabian: Pourrahidi, R., Kiani, M & Jafari, M. 2014. "An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm." Management Science Letters 4, no. 1 (2014): 187-192.
AMA: Pourrahidi, R., Kiani, M & Jafari, M. An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm. Management Science Letters. 2014;4(1):187-192.
References
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Asgarian, N. (2013). Bank service quality in private sector: Evidence from Iran. Management Science Letters, 3(2), 463-468.
Aydemir, S.D., & Gerni, C. (2011). Measuring service quality of export credit agency in Turkey by using Servqual. Procedia - Social and Behavioral Sciences, 24, 1663-1670
Camarero, C. (2007). Relationship orientation or service quality? What is the trigger of performance in financial and insurance services? International Journal of Bank Marketing, 25(6), 406-26.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Esmaeili, M., Nazarpoori, A & Najafi, M. (2013). An investigation on loyalty formation model in e-banking customers: A case study of banking industry. Management Science Letters, 3(3), 903-912.
Ghane, S., Fathian, M. & Gholamian, M.R. ( 2011 ). Full relationship among e-satisfaction, etrust, e-service quality and e-loyalty: The case study of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1), 1-6.
Kim, H. S., & Yoon, C. H. (2004). Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications Policy, 28(9), 751-765.
Mouakket, S., Al-hawari, M.A. (2012). Examining the antecedents of e-loyalty intention in an online reservation environment. The Journal of High Technology Management Research, 23(1), 46-57.
Najafi, S., Saati, S., Bighami, M & Abdi, F. (2013). How do customers evaluate hotel service quality? An empirical study in Tehran hotels. Management Science Letters, 3(12), 3019-3030.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L.(1985).A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L. (1988).SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Pourezzat, A.A., Hassanzadeh, H.R., & Ghassemi, R.A. (2013). The reduced profiteering quality as a cause of sanction in the airline companies of Iran (The Case of Zagros Airline Company). Procedia - Social and Behavioral Sciences, 81(28), 576-583.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of business research, 60(1), 21-31.
Wright, P.M, McMahan, G.C, & McWilliams, A.(1994). Human resources and sustained competitive advantage: a resource-based perspective. International journal of Human Resourse Management, 5(2), 310–326.
Zeithaml, V.A, Parasuraman, A, & Berry, L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, NY: The Free Press.
Asgarian, N. (2013). Bank service quality in private sector: Evidence from Iran. Management Science Letters, 3(2), 463-468.
Aydemir, S.D., & Gerni, C. (2011). Measuring service quality of export credit agency in Turkey by using Servqual. Procedia - Social and Behavioral Sciences, 24, 1663-1670
Camarero, C. (2007). Relationship orientation or service quality? What is the trigger of performance in financial and insurance services? International Journal of Bank Marketing, 25(6), 406-26.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Esmaeili, M., Nazarpoori, A & Najafi, M. (2013). An investigation on loyalty formation model in e-banking customers: A case study of banking industry. Management Science Letters, 3(3), 903-912.
Ghane, S., Fathian, M. & Gholamian, M.R. ( 2011 ). Full relationship among e-satisfaction, etrust, e-service quality and e-loyalty: The case study of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1), 1-6.
Kim, H. S., & Yoon, C. H. (2004). Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications Policy, 28(9), 751-765.
Mouakket, S., Al-hawari, M.A. (2012). Examining the antecedents of e-loyalty intention in an online reservation environment. The Journal of High Technology Management Research, 23(1), 46-57.
Najafi, S., Saati, S., Bighami, M & Abdi, F. (2013). How do customers evaluate hotel service quality? An empirical study in Tehran hotels. Management Science Letters, 3(12), 3019-3030.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L.(1985).A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L. (1988).SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Pourezzat, A.A., Hassanzadeh, H.R., & Ghassemi, R.A. (2013). The reduced profiteering quality as a cause of sanction in the airline companies of Iran (The Case of Zagros Airline Company). Procedia - Social and Behavioral Sciences, 81(28), 576-583.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of business research, 60(1), 21-31.
Wright, P.M, McMahan, G.C, & McWilliams, A.(1994). Human resources and sustained competitive advantage: a resource-based perspective. International journal of Human Resourse Management, 5(2), 310–326.
Zeithaml, V.A, Parasuraman, A, & Berry, L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, NY: The Free Press.