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loyalty in banks in Gauteng is caused by commitment. Table 8 further indicated that one unit increase in commitment will increase customer loyalty by 53.7% when considering Beta.
Given the above findings it can be concluded that hypothesis 2 which states that there is a positive relationship between commitment and customer loyalty within the banking sector of Gauteng can be accepted and the null hypothesis should be rejected.
CONCLUSION ON REMAINING HYPOTHESIS FORMULATED FOR THIS STUDY
Several findings were observed with respect to the hypotheses formulated for this study. With regard to research objectives 2-3 and hypotheses 3-6 the following can be reported.
Hypothesis 3 Male and female respondents do not differ significantly in terms of trust as a factor that could influence their loyalty towards their bank. The mean score for males is 5.77 and for females is 5.91 with an overall p value of 0.64. It can therefore be concluded that hypothesis 3 is rejected. The null hypothesis which states that there is no significant difference between males and females with respect to trust in the banking sector in Gauteng is therefore accepted.
Hypothesis 4 Male and female respondents do not differ significantly in terms of commitment as a factor that
could influence their loyalty towards their bank. The mean score for males is 5.11 and for females is 5.24 with an overall p value of 0.36. It can therefore be concluded that hypothesis 4 is rejected. The null hypothesis which states that there is no significant difference between males and females with respect to commitment in the banking sector in Gauteng, is therefore accepted.
Hypothesis 5 The different race groups do not differ significantly in terms of trust as a factor that could influence
their loyalty towards their bank. The overall p value for the differences between the different race groups is 0.91. This implies that hypothesis 5 is rejected. The null hypothesis which states that there is no significant difference between the different race groups of banks in Gauteng with respect to trust at their banks, is therefore accepted.
Hypothesis 6 The different race groups do not differ significantly in terms of commitment as a factor that could
influence their loyalty towards their bank. The overall p value for the differences between the different race groups is 0.65. This implies that hypothesis 6 is rejected. The null hypothesis which states that there is no significant difference between the different race groups of banks in Gauteng with respect to commitment is therefore accepted.
The results of the findings of the empirical investigation are illustrated in Figure 1 below: Trust HA¹ p= 0.000
Commitment HA² p= 0.000
Independent Variable
FIGURE 1: EMPIRICAL FRAMEWORK MODIFIED (Source: Researchers own construct)
THE INFLUENCE OF TRUST AND COMMITMENT ON CUSTOMER LOYALTY – AN APPLICATION TO THE FOUR MAJOR BANKS AND CAPITEC BANK