How to cite this paper
Adeiza, A., Abdullahi, M., Fattah, F., Fawehinmi, O., Ismail, N., Arnaut, M., Aigbogun, O., Adam, I & Ehido, A. (2022). Mediating mechanism of customer satisfaction on customer relationship management implementation and customer loyalty among consolidated banks.Uncertain Supply Chain Management, 10(3), 819-832.
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Abdullahi, M. S. (2018b). The nexus between leadership style and employee performance in the office of the secretary to the state government, Jigawa state, Nigeria. Asian People Journal (APJ), 1(1), 190–213.
Abdullahi, M. S., Raman, K., & Solarin, S. A. (2021). Mediating role of employee engagement on the relationship between succession planning practice and employee performance in academic institutions: PLS-SEM approach. Journal of Applied Research in Higher Education.
Abdullahi, M. S., Shehu, U. R., & Usman, B. M. (2019). Impact of information communication technology on organizational productivity in the Nigeria Banking industry: Empirical evidence. Noble International Journal of Business and Management Research, 3(1), 1–9.
Abdullahi, M. S., Shehu, U. R., Usman, B. M., & Gumawa, A. M. (2020). Relationship between total quality management and organizational performance: Empirical evidence from selected airlines in nigeria aviation industry. Asian People Journal (APJ), 3(1), 30–44.
Abdullateef, A. O., & Salleh, S. M. (2013). Does customer relationship management influence call centre quality performance? An empirical industry analysis. Total Quality Management & Business Excellence, 24(9–10), 1035–1045.
Abekah-Nkrumah, G., Antwi, M. Y., Braimah, S. M., & Ofori, C. G. (2020). Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana. International Journal of Pharmaceutical and Healthcare Marketing, 58, 1–11.
Abubakar, L. S., Zainol, F. A., & Abdullahi, M. S. (2015). Lingering challenges of Microfinance Institutions (MFIs) and the way forward. International Journal of Academic Research in Economics and Management, 4(3), 31–37.
Agbaje, Y. T. (2014). Customer relationship management and customer loyalty in Nigerian telecommunication industry. Journal of Business and Retail Management Research, 8(2), 1-7.
Alam, M. M. D., & Noor, N. A. M. (2020). The relationship between service quality, corporate image, and customer loyalty of Generation Y: An application of SOR paradigm in the context of superstores in Bangladesh. SAGE Open, 10(2), 1-19.
Amir, M., Yousof, H., & Asma, E. (2014). The effect of using customer relationship management system on customer loyalty case study: Ansar bank’s branches in East Azarbaijan. Indian J. Sci. Res, 8(1), 98–106.
Andotra, N., & Abrol, D. (2016). Assessing the impact of customer relationship management practices on customer loyalty in insurance sector. International Journal on Customer Relations, 4(2), 19–24.
Aramburu, I. A., & Pescador, I. G. (2019). The effects of corporate social responsibility on customer loyalty: The mediating effect of reputation in cooperative banks versus commercial banks in the Basque country. Journal of Business Ethics, 154(3), 701–719.
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Chen, J.-S., & Ching, K. H. R. (2007). The effects of customer relationship management practices and multiple-channels on customer loyalty in financial services. Asia Pacific Management Review, 12(3), 171–179.
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Emaluta, F. H. K., Isnalita, N., & Soewarno, N. (2019). The effect of customer relationship management (CRM) to customers’ loyalty and customers’ satisfaction as mediator variables. JURNAL AKSI (Akuntansi Dan Sistem Informasi), 4(2), 59–63.
Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269-289.
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Abdullahi, M. S., Shehu, U. R., & Usman, B. M. (2019). Impact of information communication technology on organizational productivity in the Nigeria Banking industry: Empirical evidence. Noble International Journal of Business and Management Research, 3(1), 1–9.
Abdullahi, M. S., Shehu, U. R., Usman, B. M., & Gumawa, A. M. (2020). Relationship between total quality management and organizational performance: Empirical evidence from selected airlines in nigeria aviation industry. Asian People Journal (APJ), 3(1), 30–44.
Abdullateef, A. O., & Salleh, S. M. (2013). Does customer relationship management influence call centre quality performance? An empirical industry analysis. Total Quality Management & Business Excellence, 24(9–10), 1035–1045.
Abekah-Nkrumah, G., Antwi, M. Y., Braimah, S. M., & Ofori, C. G. (2020). Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana. International Journal of Pharmaceutical and Healthcare Marketing, 58, 1–11.
Abubakar, L. S., Zainol, F. A., & Abdullahi, M. S. (2015). Lingering challenges of Microfinance Institutions (MFIs) and the way forward. International Journal of Academic Research in Economics and Management, 4(3), 31–37.
Agbaje, Y. T. (2014). Customer relationship management and customer loyalty in Nigerian telecommunication industry. Journal of Business and Retail Management Research, 8(2), 1-7.
Alam, M. M. D., & Noor, N. A. M. (2020). The relationship between service quality, corporate image, and customer loyalty of Generation Y: An application of SOR paradigm in the context of superstores in Bangladesh. SAGE Open, 10(2), 1-19.
Amir, M., Yousof, H., & Asma, E. (2014). The effect of using customer relationship management system on customer loyalty case study: Ansar bank’s branches in East Azarbaijan. Indian J. Sci. Res, 8(1), 98–106.
Andotra, N., & Abrol, D. (2016). Assessing the impact of customer relationship management practices on customer loyalty in insurance sector. International Journal on Customer Relations, 4(2), 19–24.
Aramburu, I. A., & Pescador, I. G. (2019). The effects of corporate social responsibility on customer loyalty: The mediating effect of reputation in cooperative banks versus commercial banks in the Basque country. Journal of Business Ethics, 154(3), 701–719.
Bahri-Ammari, N., & Soliman, K. S. (2016). The effect of CRM implementation on pharmaceutical industry’s profitability: The case of Tunisia. Management Research Review, 39(8), 854-878.
Ball, D., Coelho, P. S., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272-1293.
Baumann, C., Hamin, H., & Tung, R. L. (2012). Share of wallet in retail banking: a comparison of Caucasians in Canada and Australia vis‐à‐vis Chinese in China and overseas Chinese. International Journal of Bank Marketing, 30(2), 88-101.
Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of Research in Marketing, 26(3), 207–215.
Binsar Kristian, P. (2014). Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction. International Journal of Evaluation and Research in Education, 3(3), 142–151.
Blau, P. M. (1968). Social exchange. International Encyclopedia of the Social Sciences, 7, 452–457.
Blau, P. M. (1994). Structural contexts of opportunities. University of Chicago Press.
Bukhari, S. F. H., Woodside, F. M., Hassan, R., Shaikh, A. L., Hussain, S., & Mazhar, W. (2019). Is religiosity an important consideration in Muslim consumer behavior: Exploratory study in the context of western imported food in Pakistan. Journal of Islamic Marketing, 10(4), 1288-1307.
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443-462.
Chathoth, P. K. (2007). The impact of information technology on hotel operations, service management and transaction costs: A conceptual framework for full-service hotel firms. International Journal of Hospitality Management, 26(2), 395–408.
Chen, J.-S., & Ching, K. H. R. (2007). The effects of customer relationship management practices and multiple-channels on customer loyalty in financial services. Asia Pacific Management Review, 12(3), 171–179.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295–336.
Chou, P.-F., Lu, C.-S., & Chang, Y.-H. (2014). Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan. Transportmetrica A: Transport Science, 10(10), 917–945.
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900.
Drazin, R., & Van de Ven, A. H. (1985). Alternative forms of fit in contingency theory. Administrative Science Quarterly, 30(4), 514–539.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332.
Emaluta, F. H. K., Isnalita, N., & Soewarno, N. (2019). The effect of customer relationship management (CRM) to customers’ loyalty and customers’ satisfaction as mediator variables. JURNAL AKSI (Akuntansi Dan Sistem Informasi), 4(2), 59–63.
Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269-289.
Feinberg, R., & Kadam, R. (2002). E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites. International Journal of Service Industry Management, 13(5), 432-451.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
Gopalsamy, S., & Gokulapadmanaban, S. (2021). Does Implementation of Customer Relationship Management (CRM) Enhance the Customer Loyalty? An Empirical Research in Banking Sector. Iranian Journal of Management Studies, 14(2).
Gorondutse, A. H., & Hilman, H. (2014). Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9(1), 1–8.
Hair, J F, Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis William C. Black. 7th Ed. Harlow: Pearson Education Limited.
Hair, Joe F, Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152.
Hair, Joseph F, Ringle, C. M., & Sarstedt, M. (2012). Partial least squares: the better approach to structural equation modeling? Long Range Planning, 45(5–6), 312–319.
Hair, Joseph F, Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1–2), 1–12.
Hair Jr, J. F., Sarstedt, M., Matthews, L. M., & Ringle, C. M. (2016). Identifying and treating unobserved heterogeneity with FIMIX-PLS: part I–method. European Business Review, 28(1), 63-76.
Hajiyan, H., Aminbeidokhti, A., & Hemmatian, H. (2015). The effect of customer relationship management on customer loyalty: Evidence from banking industry. Management Science Letters, 5(11), 993–998.
Hamilton, S., & Chervany, N. L. (1981). Evaluating information system effectiveness-Part I: Comparing evaluation approaches. MIS Quarterly, 55–69.
Han, H., & Hyun, S. S. (2018). Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty. International Journal of Hospitality Management, 70, 75–84.
Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia Economics and Finance, 23, 563–567.
Hayati, S., Suroso, A., Suliyanto, S., & Kaukab, M. (2020). Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty. Management Science Letters, 10(11), 2561–2570.
Hayes, A. F. (2009). Beyond Baron and Kenny: Statistical mediation analysis in the new millennium. Communication Monographs, 76(4), 408–420.
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