Relationship marketing dimensions predicting customer loyalty towards independent financial advisers
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Date
Authors
Van Tonder, E.
Roberts-Lombard, M.
Journal Title
Journal ISSN
Volume Title
Publisher
Prof. Ansie Lessing
Abstract
Independent financial advisers are in a great position to provide customised financial training and planning to
their clients and through their services can assist the National Treasury in creating a more financially responsible
nation. To succeed over the long term, however, it would be imperative for these advisers to build good
relationships with their clients and ensure they remain loyal. As such, this article aims to provide more insight
into relationship marketing dimensions that independent financial advisers could employ to create a loyal client
base.
The study population consisted of all clients of independent financial advisers in the North-West Province of
South Africa. The convenience non-probability sampling technique was applied and standard multiple regression
analysis as well as the independent sample t-tests was used to analyse the findings obtained from the 139 selfadministered
questionnaires that were returned.
From the results it became evident that only commitment and customer satisfaction can be viewed as true
predictors of customer loyalty.
Ultimately, the contribution of this article is to provide guidelines to independent financial advisers for maintaining
a loyal client base that will enable them to strategise with their clients over the long term, achieve their saving
goals, and become financially independent.
Description
Citation
Van Tonder, E. & Roberts-lombard, M. 2015. Relationship marketing dimensions predicting customer loyalty towards independent financial advisers. Journal of contemporary management, 12:184–207. [https://journals.co.za/content/jcman/12/1/EJC172804]