Multiple Mediating Effects on the Quality of and Loyalty to Banking Services

Asian Economic and Financial Review

article

Nusrat Jahan¹  Md. Alamgir Hossain²  Yuantao Fang³ 

[1] Department of Management Studies, Rabindra University;Department of Management, Hajee Mohammad Danesh Science and Technology University;Department of Finance, Shanghai Lixin University of Accounting and Finance

关键词: Service quality;    Customer loyalty;    Perceived value;    Corporate image;    Banking services;    Structural equation modeling.;   

DOI  :  10.18488/journal.aefr.2020.1011.1248.1258

学科分类：社会科学、人文和艺术（综合）

来源: Asian Economic and Social Society

【 摘 要 】

This study aimed to determine the effects of banks’ service quality on customer loyalty, perceived value, and corporate image, as well as identify the mediating effect of perceived value and corporate image between on service quality and customer loyalty. Primary data was collected through an online structured questionnaire and analyzed with structural equation modeling. The results revealed that service quality exerted a significant on all the other three variables. In addition, perceived value not only positively affected customer loyalty and corporate image but also mediated the effect of service quality on customer loyalty. The findings of the current study provide not only additional evidence of theoretical relevance but also the means with which managers can develop a sustainable customer-centric marketing strategy. Such a strategy will help banks to analyze customer loyalty in relation to overall service quality, which can in turn improve re-patronization, long-term customer relationships, and sustainable competitive advantages.

【 授权许可】

CC BY