Impact of Customer Relationship Perceptions on Customer Loyalty in Supermarkets in Sri Lanka

dc.contributor.authorPiumali, W.M.H.
dc.contributor.authorWijethunga, W.M.H.U.
dc.date.accessioned2016-12-02T05:39:56Z
dc.date.available2016-12-02T05:39:56Z
dc.date.issued2016
dc.description.abstractBuilding and maintaining strong relationships with their customers has become a basic requirement for companies today. Therefore, firms aim to build close relationships with customers to enhance Customer Relationship Perceptions (CRPs) which would lead to Customer Loyalty (CL). There are only few researches that have studied the relationship between CRPs and CL especially in the Sri Lankan context. Therefore, this study investigates the relationship between CRPs and CL of supermarkets in Sri Lanka. This study is descriptive and correlational in nature. Target population of the study was all supermarket consumers and 180 of them were selected as the sample. The results show that, there is a high level of CRPs among supermarket consumers in terms of affective commitment and satisfaction and there is high level of CL towards supermarket consumers in terms of attitudinal loyalty and behavioral loyalty. Findings of the study highlight that CRPs dimensions positively effect to the customer loyalty.en_US
dc.identifier.citationPiumali, W.M.H. and Wijethunga, W.M.H.U. 2016. Impact of Customer Relationship Perceptions on Customer Loyalty in Supermarkets in Sri Lanka. 7th International Conference on Business & Information ICBI – 2016, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka. p 23.en_US
dc.identifier.issn2465-6399
dc.identifier.urihttp://repository.kln.ac.lk/handle/123456789/15369
dc.language.isoenen_US
dc.publisherFaculty of Commerce and Management Studies, University of Kelaniya, Sri Lankaen_US
dc.subjectCustomer Relationship Managementen_US
dc.subjectCustomer Relationship Perceptionsen_US
dc.subjectCustomer Loyaltyen_US
dc.subjectSupermarket Consumersen_US
dc.titleImpact of Customer Relationship Perceptions on Customer Loyalty in Supermarkets in Sri Lankaen_US
dc.typeArticleen_US

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