IDEAS home Printed from https://ideas.repec.org/a/mbr/jmonec/v11y2016i3p267-281.html
   My bibliography  Save this article

Investigating the Effect of the Perceived Value of Banking Services on the Key Indicators of Consumer Behavior

Author

Listed:
  • Khalili Nasr, Arash

    (Sharif university of technology)

  • Doosti, Shabnam

    (Iran University of Science and Technology)

  • Ghaderi Kangavari, Sadegh

    (Management Faculty of Tehran University)

Abstract

This study aims to investigate the effect of perceived value of banking services on the key indicators of consumer behavior. The study population includes the customers of private banks in Tehran City. The data collection tool used in this study is a questionnaire the face validity of which was confirmed by the experts and respondents and the reliability of which was measured and confirmed using Cronbach's alpha coefficient and construct reliability (CR). Depending on the type of the sampling method which was non-random convenience sampling technique, a questionnaire was distributed among 300 customers of banks. Out of them, 236 questionnaires were returned and analyzed using partial least squares method, which is one of the methods of structural equation modeling. SPSS20 and Smart-PLS2.0 were used for this purpose. The results showed that the perceived value of banking services has a positive effect on consumer behavior and its key indicators such as satisfaction, loyalty and word of mouth advertising. Based on the findings of this study, it can be said that the results will lead to a better understanding of the mechanisms of consumer behavior, which is an acceptable basis for maintaining and increasing customer loyalty to banks.

Suggested Citation

  • Khalili Nasr, Arash & Doosti, Shabnam & Ghaderi Kangavari, Sadegh, 2016. "Investigating the Effect of the Perceived Value of Banking Services on the Key Indicators of Consumer Behavior," Journal of Money and Economy, Monetary and Banking Research Institute, Central Bank of the Islamic Republic of Iran, vol. 11(3), pages 267-281, July.
    • Handle: RePEc:mbr:jmonec:v:11:y:2016:i:3:p:267-281
    as

    Download full text from publisher

    File URL: http://jme.mbri.ac.ir/article-1-162-en.pdf
    Download Restriction: no
    File URL: http://jme.mbri.ac.ir/article-1-162-en.html
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    2. Longinos Marin & Salvador Ruiz & Alicia Rubio, 2009. "The Role of Identity Salience in the Effects of Corporate Social Responsibility on Consumer Behavior," Journal of Business Ethics, Springer, vol. 84(1), pages 65-78, January.
    3. Imran Khan & Zillur Rahman, 2014. "Influence of Experiential Marketing on Customer Purchase Intention: A Study of Passenger Car Market," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 39(3), pages 319-328, August.
    4. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    5. Yap, Kenneth B. & Soetarto, Budi & Sweeney, Jillian C., 2013. "The relationship between electronic word-of-mouth motivations and message characteristics: The sender’s perspective," Australasian marketing journal, Elsevier, vol. 21(1), pages 66-74.
    6. Mbaye Fall Diallo & Patricia Coutelle-Brillet & Arnaud Riviere & Stephan Zielke, 2015. "How Do Price Perceptions of Different Brand Types Affect Shopping Value and Store Loyalty?," Post-Print hal-01737679, HAL.
    7. Wang, Kai-Yu & Liang, Minli & Peracchio, Laura A., 2011. "Strategies to offset dissatisfactory product performance: The role of post-purchase marketing," Journal of Business Research, Elsevier, vol. 64(8), pages 809-815, August.
    8. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    9. Netemeyer, Richard G. & Krishnan, Balaji & Pullig, Chris & Wang, Guangping & Yagci, Mehmet & Dean, Dwane & Ricks, Joe & Wirth, Ferdinand, 2004. "Developing and validating measures of facets of customer-based brand equity," Journal of Business Research, Elsevier, vol. 57(2), pages 209-224, February.
    10. Hosany, Sameer & Martin, Drew, 2012. "Self-image congruence in consumer behavior," Journal of Business Research, Elsevier, vol. 65(5), pages 685-691.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Terason Sid, 2021. "Predicting Sports Facility Revisit Intentions Based on Experience and Mediating Effects of Perceived Value," Polish Journal of Sport and Tourism, Sciendo, vol. 28(3), pages 35-41, September.
    2. Shapiro, Stephen L. & Reams, Lamar & So, Kevin Kam Fung, 2019. "Is it worth the price? The role of perceived financial risk, identification, and perceived value in purchasing pay-per-view broadcasts of combat sports," Sport Management Review, Elsevier, vol. 22(2), pages 235-246.
    3. Büyükdağ, Naci & Kitapci, Olgun, 2021. "Antecedents of consumer-brand identification in terms of belonging brands," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    4. Boisvert, Jean & Christodoulides, George & Sajid Khan, M., 2023. "Toward a better understanding of key determinants and consequences of masstige consumption," Journal of Business Research, Elsevier, vol. 161(C).
    5. Covin, Jeffrey G. & Garrett, Robert P. & Kuratko, Donald F. & Shepherd, Dean A., 2015. "Value proposition evolution and the performance of internal corporate ventures," Journal of Business Venturing, Elsevier, vol. 30(5), pages 749-774.
    6. Menictas, Con & Wang, Paul Z. & Louviere, Jordan J., 2012. "Assessing the validity of brand equity constructs," Australasian marketing journal, Elsevier, vol. 20(1), pages 3-8.
    7. Huynh, Cong Minh & Nguyen, Phan Kim Han, 2024. "Factors Influencing Customers’ Loyalty: An Empirical Study for the Milk Industry in Vietnam," MPRA Paper 120346, University Library of Munich, Germany.
    8. Vicenta Sierra & Oriol Iglesias & Stefan Markovic & Jatinder Jit Singh, 2017. "Does Ethical Image Build Equity in Corporate Services Brands? The Influence of Customer Perceived Ethicality on Affect, Perceived Quality, and Equity," Journal of Business Ethics, Springer, vol. 144(3), pages 661-676, September.
    9. Kuppelwieser, Volker G. & Klaus, Phil & Manthiou, Aikaterini & Boujena, Othman, 2019. "Consumer responses to planned obsolescence," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 157-165.
    10. Wen-Jye Shyr & Wei-Sho Ho & Jie-Ru Chen & Li-Ya Chang & I-Min Chen, 2022. "Effectiveness of Social Participation Courses Applied in the Disaster Prevention for Taiwanese K-12 Education," Sustainability, MDPI, vol. 14(13), pages 1-19, July.
    11. Ahmet BAYRAKTAR, 2015. "Are Consumers Really Willing to Pay More for Favorable Brand Associations? The Moderating Role of Product Value and Product Risk Level," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 15(4), pages 565-575.
    12. Vonny Susanti & Ujang Sumarwan & Megawati Simanjuntak & Eva Z Yusuf, 2020. "Rational Antecedent Framework of Brand Satisfaction in the Industrial Market: Assessing Rational Perceived Quality and Rational Perceived Value Roles," International Review of Management and Marketing, Econjournals, vol. 10(1), pages 19-26.
    13. Jinsoo Hwang & Jung Kyu Choi, 2017. "An Investigation of Passengers’ Psychological Benefits from Green Brands in an Environmentally Friendly Airline Context: The Moderating Role of Gender," Sustainability, MDPI, vol. 10(1), pages 1-17, December.
    14. Emel Yarimoglu & Gul Binboga, 2019. "Understanding sustainable consumption in an emerging country: The antecedents and consequences of the ecologically conscious consumer behavior model," Business Strategy and the Environment, Wiley Blackwell, vol. 28(4), pages 642-651, May.
    15. Rajesh Sharma, 2020. "Building Consumer-based Brand Equity for Fast Fashion Apparel Brands in the Indian Consumer Market," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 45(3), pages 337-365, August.
    16. Gleim, Mark R. & Johnson, Catherine M. & Lawson, Stephanie J., 2019. "Sharers and sellers: A multi-group examination of gig economy workers' perceptions," Journal of Business Research, Elsevier, vol. 98(C), pages 142-152.
    17. Abhishek Mishra & Satyabhushan Dash & Naresh Malhotra, 2015. "An integrated framework for design perception and brand equity," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 5(1), pages 28-44, June.
    18. Abhishek Mishra, 2014. "Effect of Experiential Value on Consumer-Based Brand Equity: An Interactive Device Perspective," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 39(4), pages 396-410, November.
    19. José Álvarez-García & María del Carmen Cortés-Domínguez & María de la Cruz del Río-Rama & Biagio Simonetti, 2020. "Influence of brand equity on the behavioral attitudes of customers: Spanish Tourist Paradores," Quality & Quantity: International Journal of Methodology, Springer, vol. 54(5), pages 1401-1427, December.
    20. Singh, Gaganpreet & Pandey, Neeraj, 2018. "The determinants of green packaging that influence buyers’ willingness to pay a price premium," Australasian marketing journal, Elsevier, vol. 26(3), pages 221-230.

    More about this item

    Keywords

    perceived value; satisfaction; loyalty; word of mouth; banking services;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mbr:jmonec:v:11:y:2016:i:3:p:267-281. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: M. E. (email available below). General contact details of provider: https://edirc.repec.org/data/mbcbiir.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.