Value congruence and consumerâ€™s satisfaction towards online banking â€“ the mediation role of affective commitment
Value congruence (VC) and its impact on customersâ€™ satisfaction towards online banking practices rarely appear in the literature of services marketing. The aim of this inquiry is to explore the influence of VC towards customerâ€™s satisfaction towards online banking and examine the mediating role of affective commitment in the Bangladeshi online banking service context. This research applied survey method for the accumulation of information. Data was analysed by means of descriptive statistics followed by exploratory factor analysis, confirmatory factor analysis and structural equation modelling. The findings uncovered that the positive impact of VC on customersâ€™ satisfaction is stronger when affective commitment play as a mediating function. This research also found evidence that increasing service quality to optimise customersâ€™ satisfaction in this sector is not enough since the mangers need to concentrate on customersâ€™ perceived value, as well as to design the services that are truly perceived by their customers.
Volume (Year): 9 (2014)
Issue (Month): 3 (Autumn)
|Contact details of provider:|| |
When requesting a correction, please mention this item's handle: RePEc:eph:journl:v:9:y:2014:i:3:n:6. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Simona Vasilache)
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 references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link 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 profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.