Relationship quality

The purpose of this paper is to measure the relationship between the functional service recovery and technical service recovery towards customer satisfaction in banking industry. Both functional and technical is equally important in service quality especially in service recovery. The competition among the banking industry especially in major cities in Malaysia is very crucial. The study was conducted in Kuala Lumpur based on the top 10 banks based on the market share. 250 questionnaire distributed but only 212 were usable for the data analysis. The results indicated that both functional and technical service recovery plays important role towards customer satisfaction. Banking services or any financial institution should have focused on both elements in order to provide excellent services that may contribute to customer satisfaction and in the long term lead to customer loyalty

The present study aimed to answer the question of how personalization affects customer loyalty with the moderating role of technology experience consistency in the field of the e-banking industry in Iran. To achieve this goal, the statistical population of active users of e-banking of Refah Kargaran Bank including physicians, social security retirees, and employees working in Tabriz branches were determined and 502 customers were selected by the random sampling method. Content, convergent, and divergent validity, as well as the reliability of the questionnaire, have been confirmed by methods such as Cronbach's alpha and composite reliability. Furthermore, structural equation modeling techniques with AMOS software have been used to test the research hypotheses. Based on research findings, personalization has a positive effect on performance expectancy, effort expectancy, relationship quality, and intention to use e-banking services. The present study indicates that personalization is the main intention for using e-banking services that should be given special attention because it can be considered a link between customers’ attitudes and behavior in e-banking services. This model helps electronic banking managers to identify essential points of attitude that lead to the emergence of using electronic banking services behavior and outlines better guidance for the electronic banking industry.   JEL Classification: G21, L84, M31.

Purpose: This study extends the current understanding of customer engagement by examining the impact of relationship bonding and relationship quality on customer engagement in value creation for online taxis.Method: A quantitative research design was used to validate the hypotheses proposed in this research. Customer engagement has become an important metric for measuring the quality of relationships between brands and their customers. Despite this, there has been limited research into how relationship bonds affect the effectiveness of building such a relationship in online taxi services. A survey was conducted using the convenience method among 600 users of online transportation services in the city of Urmia, Iran to test the theoretical model. Structural equation modelling in software Amos 23 were used in this study to test the research hypotheses. Findings: Findings showed that relationship bonding (financial, social, and structural) positively affects the quality of online relationships. Moreover, it was found that the quality of online relationships had a positive impact on all four aspects of customer engagement value (lifetime value, influence value, customer knowledge value, and customer referral value).Conclusion: In order to demonstrate the promotion of customer engagement through relationship bonds and online relationship quality, the study adds new data to the literature on online taxis services. Online taxi services are able to offer open innovation structures to help them   increase customer engagement, gather innovative ideas and integrate them into their operations. In this regard, in order to enrich ideas, customers who have successfully come up with new ideas should be rewarded.

Objective:  Covid-19 outbreak changed human being interactions in all of the world, and family as smallest social unit of society had experiences in new situation. Accordingly, the present study aimed to explore the How the Covid-19 pandemic changed the quality of Iranian families’ interaction?Methods: This study examined the quality of family interactions during the COVID-19 epidemic using a qualitative grounded theory approach. The research population was families living in Tehran. The participants were 25 persons including 7 couples and 11 young adults who were selected using purposive sampling in 2021 in Tehran. The data were collected through semi-structured interviews with the participants. The collected data were analyzed based on Strauss and Corbin’s approach.Results: The results revealed that COVID-19 affected 5 Axial coding including; “Family interaction challenges”, “Changes in the quality of family interactions”, “Concerns about the occurrence of physical and mental problems for family members”, “the impact of changing working hours” and “economic problems on family interactions”, and the consequences of reconstructing family interactions leading to weak family ties. The COVID-19 pandemic also had consequences such as economic problems, exacerbation of external stresses such as unemployment, disregard for family relationships, and exacerbation of work-family conflict.Conclusion: This study also showed that families rebuild family interactions by turning challenges into opportunities, redefining communication boundaries, rebuilding family interactions, and redefining family roles and functions.

Objective: This study aimed to evaluate the effectiveness of Emotional Schema Therapy (EST) in improving relationship quality and conflict resolution styles among betrayed spouses. Methods: This study was conducted as a randomized controlled trial (RCT) with 30 participants from Tehran, Iran, who were recruited through counseling centers and online advertisements. Participants were randomly assigned to either the experimental group (15 participants), which received eight weekly 90-minute EST sessions, or the control group (15 participants), which did not receive any therapeutic intervention during the study period. Data were collected at three time points: pre-test, post-test, and five-month follow-up, using standardized measures of relationship quality and conflict resolution styles. Repeated measures analysis of variance (ANOVA) and Bonferroni post-hoc tests were used to analyze the data using SPSS version 27. Findings: The results indicated significant improvements in both relationship quality and conflict resolution styles in the experimental group compared to the control group. For relationship quality, repeated measures ANOVA revealed a significant interaction effect between time and group (F(2, 54) = 82.46, p < .001). Similarly, for conflict resolution styles, a significant interaction effect was observed (F(2, 54) = 76.92, p < .001). Bonferroni post-hoc tests showed that these improvements were sustained at the five-month follow-up. Conclusion: Emotional Schema Therapy is an effective intervention for enhancing relationship quality and conflict resolution styles in betrayed spouses. By targeting maladaptive schemas and promoting emotional regulation, EST provides a comprehensive framework for addressing relational challenges following infidelity. These findings support the integration of EST into marital therapy practices.