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Value congruence and consumer’s satisfaction towards online banking – the mediation role of affective commitment

Author

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  • Rahman Muhammad Sabbir

    (International Islamic University, Malaysia)

  • Islam Nazrul

    (Eastern University, Bangladesh)

Abstract

Value congruence (VC) and its impact on customers’ 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 customer’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 customers’ satisfaction is stronger when affective commitment play as a mediating function. This research also found evidence that increasing service quality to optimise customers’ satisfaction in this sector is not enough since the mangers need to concentrate on customers’ perceived value, as well as to design the services that are truly perceived by their customers.

Suggested Citation

  • Rahman Muhammad Sabbir & Islam Nazrul, 2014. "Value congruence and consumer’s satisfaction towards online banking – the mediation role of affective commitment," Management & Marketing, Economic Publishing House, vol. 9(3), Autumn.
    • Handle: RePEc:eph:journl:v:9:y:2014:i:3:n:6
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    References listed on IDEAS

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    1. Shahzad KHAN & Sobia ROHI, 2013. "Investigating the factors affecting youth brand choice for mobile phones purchase – a study of private universities students of Peshawar," Management & Marketing, Economic Publishing House, vol. 8(2), Summer.
    2. Sirgy, M. Joseph & Grewal, Dhruv & Mangleburg, Tamara, 2000. "Retail Environment, Self-Congruity, and Retail Patronage: An Integrative Model and a Research Agenda," Journal of Business Research, Elsevier, vol. 49(2), pages 127-138, August.
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    Cited by:

    1. Farah, Maya F. & Ramadan, Zahy B., 2017. "Disruptions versus more disruptions: How the Amazon dash button is altering consumer buying patterns," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 54-61.

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