IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i18p4930-d265669.html
   My bibliography  Save this article

Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach

Author

Listed:
  • Diego Monferrer

    (Department of Business Administration and Marketing, Universitat Jaume I, 12071 Castellón, Spain)

  • José Ramón Segarra

    (Department of Business Administration and Marketing, Universitat Jaume I, 12071 Castellón, Spain)

  • Marta Estrada

    (Department of Business Administration and Marketing, Universitat Jaume I, 12071 Castellón, Spain)

  • Miguel Ángel Moliner

    (Department of Business Administration and Marketing, Universitat Jaume I, 12071 Castellón, Spain)

Abstract

Research into the influence of service quality on customer loyalty has typically focused on confirming isolated direct causal influences regarding particular dimensions of quality, usually undertaken in the context of positive, firm-customer relations. The present study extends analysis of these factors through a new lens. First, the study was undertaken in a market context following a crisis that has had far-reaching consequences for customers’ relational behaviors. We explore the case of the Spanish banking industry, a sector that accurately reflects these new relational conditions, including a rising demand for more socially responsible banking. Second, we propose a holistic model that combines the effects of four key factors associated with service quality (outcome, personnel, servicescape and social qualities). We also apply an innovative predictive methodological technique using partial least squares (PLS) and qualitative comparative analysis (QCA) that enables us not only to determine the direct causal effects among variables, but also to consider different scenarios in which to predict customer loyalty. The results highlight the role of outcome and social qualities. The novelty of the social qualities factor helps to underscore the importance of social, ethical and sustainable practices to customer loyalty, although personnel and servicescape qualities must also be present to improve the predictive capability of service quality on loyalty.

Suggested Citation

  • Diego Monferrer & José Ramón Segarra & Marta Estrada & Miguel Ángel Moliner, 2019. "Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach," Sustainability, MDPI, vol. 11(18), pages 1-27, September.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:18:p:4930-:d:265669
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/18/4930/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/18/4930/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Wang, Huanzhang & Kim, Kyung Hoon & Ko, Eunju & Liu, Honglei, 2016. "Relationship between service quality and customer equity in traditional markets," Journal of Business Research, Elsevier, vol. 69(9), pages 3827-3834.
    2. Sarah J. Williams & Carol A. Adams, 2013. "Moral accounting? Employee disclosures from a stakeholder accountability perspective," Accounting, Auditing & Accountability Journal, Emerald Group Publishing Limited, vol. 26(3), pages 449-495, March.
    3. Wu, Meng-Wen & Shen, Chung-Hua, 2013. "Corporate social responsibility in the banking industry: Motives and financial performance," Journal of Banking & Finance, Elsevier, vol. 37(9), pages 3529-3547.
    4. Esben Pedersen, 2010. "Modelling CSR: How Managers Understand the Responsibilities of Business Towards Society," Journal of Business Ethics, Springer, vol. 91(2), pages 155-166, January.
    5. Carroll, Archie B., 1991. "The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders," Business Horizons, Elsevier, vol. 34(4), pages 39-48.
    6. Paul Shrivastava & Laszlo Zsolnai & David Wasieleski & Mark Stafford-Smith & Thomas Walker & Olaf Weber & Cary Krosinsky & David Oram, 2019. "Finance and Management for the Anthropocene," Post-Print hal-02056016, HAL.
    7. Cepeda Carrión, Gabriel & Henseler, Jörg & Ringle, Christian M. & Roldán, José Luis, 2016. "Prediction-oriented modeling in business research by means of PLS path modeling: Introduction to a JBR special section," Journal of Business Research, Elsevier, vol. 69(10), pages 4545-4551.
    8. Anderson, Laurel & Ostrom, Amy L. & Corus, Canan & Fisk, Raymond P. & Gallan, Andrew S. & Giraldo, Mario & Mende, Martin & Mulder, Mark & Rayburn, Steven W. & Rosenbaum, Mark S. & Shirahada, Kunio & W, 2013. "Transformative service research: An agenda for the future," Journal of Business Research, Elsevier, vol. 66(8), pages 1203-1210.
    9. Fatma, Mobin & Rahman, Zillur, 2016. "The CSR's influence on customer responses in Indian banking sector," Journal of Retailing and Consumer Services, Elsevier, vol. 29(C), pages 49-57.
    10. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    11. Schwartz, Mark S. & Carroll, Archie B., 2003. "Corporate Social Responsibility: A Three-Domain Approach," Business Ethics Quarterly, Cambridge University Press, vol. 13(4), pages 503-530, October.
    12. Olaf Weber, 2012. "Environmental Credit Risk Management in Banks and Financial Service Institutions," Business Strategy and the Environment, Wiley Blackwell, vol. 21(4), pages 248-263, May.
    13. Hightower, Roscoe Jr & Brady, Michael K. & Baker, Thomas L., 2002. "Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events," Journal of Business Research, Elsevier, vol. 55(9), pages 697-707, September.
    14. Sharma, Arun & Stafford, Thomas F., 2000. "The Effect of Retail Atmospherics on Customers' Perceptions of Salespeople and Customer Persuasion:: An Empirical Investigation," Journal of Business Research, Elsevier, vol. 49(2), pages 183-191, August.
    15. Yalch, Richard F. & Spangenberg, Eric R., 2000. "The Effects of Music in a Retail Setting on Real and Perceived Shopping Times," Journal of Business Research, Elsevier, vol. 49(2), pages 139-147, August.
    16. Yu Shan Wang, 2013. "The impact of crisis events on the stock returns volatility of international airlines," The Service Industries Journal, Taylor & Francis Journals, vol. 33(12), pages 1206-1217, September.
    17. Wieslaw Urban, 2013. "Perceived quality versus quality of processes: a meta concept of service quality measurement," The Service Industries Journal, Taylor & Francis Journals, vol. 33(2), pages 200-217, February.
    18. Ragin, Charles C., 2006. "Set Relations in Social Research: Evaluating Their Consistency and Coverage," Political Analysis, Cambridge University Press, vol. 14(3), pages 291-310, July.
    19. Chris Vassiliadis & Constantinos-Vasilios Priporas & Victoria Bellou & Andreas Andronikidis, 2013. "Customers' cognitive patterns of assurance: a dual approach," The Service Industries Journal, Taylor & Francis Journals, vol. 33(13-14), pages 1242-1259, October.
    20. E. Bigné & R. Chumpitaz & L. Andreu & V. Swaen, 2005. "Percepción de la responsabilidad social corporativa: un análisis cross-cultural," Post-Print hal-00255022, HAL.
    21. Sebastian Eisenbach & Dirk Schiereck & Julian Trillig & Paschen von Flotow, 2014. "Sustainable Project Finance, the Adoption of the Equator Principles and Shareholder Value Effects," Business Strategy and the Environment, Wiley Blackwell, vol. 23(6), pages 375-394, September.
    22. Euehun Lee & Anil Mathur & Choong Fatt & George Moschis, 2012. "The timing and context of consumer decisions," Marketing Letters, Springer, vol. 23(3), pages 793-805, September.
    23. Turley, L. W. & Milliman, Ronald E., 2000. "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Elsevier, vol. 49(2), pages 193-211, August.
    24. Olaf Weber, 2005. "Sustainability benchmarking of European banks and financial service organizations," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 12(2), pages 73-87, June.
    25. Olaf Weber & Roland W. Scholz & Georg Michalik, 2010. "Incorporating sustainability criteria into credit risk management," Business Strategy and the Environment, Wiley Blackwell, vol. 19(1), pages 39-50, January.
    26. Seny Kan, Anderson Konan & Adegbite, Emmanuel & El Omari, Sami & Abdellatif, Mahamat, 2016. "On the use of qualitative comparative analysis in management," Journal of Business Research, Elsevier, vol. 69(4), pages 1458-1463.
    27. Duygu Turker, 2009. "Measuring Corporate Social Responsibility: A Scale Development Study," Journal of Business Ethics, Springer, vol. 85(4), pages 411-427, April.
    28. Anita Pansari & V. Kumar, 2017. "Customer engagement: the construct, antecedents, and consequences," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 294-311, May.
    29. Céline Louche & Timo Busch & Patricia Crifo & Alfred Marcus, 2019. "Financial Markets and the Transition to a Low-Carbon Economy: Challenging the Dominant Logics," Post-Print hal-02016756, HAL.
    30. Shmueli, Galit & Ray, Soumya & Velasquez Estrada, Juan Manuel & Chatla, Suneel Babu, 2016. "The elephant in the room: Predictive performance of PLS models," Journal of Business Research, Elsevier, vol. 69(10), pages 4552-4564.
    31. Stefano Dell'Atti & Annarita Trotta & Antonia Patrizia Iannuzzi & Federica Demaria, 2017. "Corporate Social Responsibility Engagement as a Determinant of Bank Reputation: An Empirical Analysis," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 24(6), pages 589-605, November.
    32. Salome Zimmermann, 2019. "Same Same but Different: How and Why Banks Approach Sustainability," Sustainability, MDPI, vol. 11(8), pages 1-20, April.
    33. Aleksandra Pisnik Korda & Boris Snoj, 2010. "Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 8(2), pages 187-205.
    34. Robert Strand, 2014. "Strategic Leadership of Corporate Sustainability," Journal of Business Ethics, Springer, vol. 123(4), pages 687-706, September.
    35. J. J. Hox, 1994. "Hierarchical Regression Models for Interviewer and Respondent Effects," Sociological Methods & Research, , vol. 22(3), pages 300-318, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Eunji Oh & M. Minsuk Shin, 2020. "Study Abroad in Support of Higher Education Sustainability: An Application of Service Trade Strategies," Sustainability, MDPI, vol. 12(6), pages 1-23, March.
    2. Yeohyun Yoon & Kyoung Cheon Cha, 2020. "A Qualitative Review of Cruise Service Quality: Case Studies from Asia," Sustainability, MDPI, vol. 12(19), pages 1-24, September.
    3. Christine Lundberg & Kristina N. Lindström, 2020. "Sustainable Management of Popular Culture Tourism Destinations: A Critical Evaluation of the Twilight Saga Servicescapes," Sustainability, MDPI, vol. 12(12), pages 1-16, June.

    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. Salome Zimmermann, 2019. "Same Same but Different: How and Why Banks Approach Sustainability," Sustainability, MDPI, vol. 11(8), pages 1-20, April.
    2. Galletta, Simona & Mazzù, Sebastiano & Naciti, Valeria, 2022. "A bibliometric analysis of ESG performance in the banking industry: From the current status to future directions," Research in International Business and Finance, Elsevier, vol. 62(C).
    3. Suad Dukhaykh & Khlood Alshahrani, 2025. "Corporate Social Responsibility Perception and Organizational Citizenship Behavior in the Saudi Banking Sector: The Mediating Role of Person–Corporate Social Responsibility Fit," Sustainability, MDPI, vol. 17(13), pages 1-16, July.
    4. Macca, Luca Simone & Ballerini, Jacopo & Santoro, Gabriele & Dabić, Marina, 2024. "Consumer engagement through corporate social responsibility communication on social media: Evidence from Facebook and Instagram Bank Accounts," Journal of Business Research, Elsevier, vol. 172(C).
    5. Adewole Olukorede, 2025. "Stakeholder engagement and participation in environmental contexts, social responsibility and society based on a study conducted in Rome, Italy," International Journal of Corporate Social Responsibility, Springer, vol. 10(1), pages 1-45, December.
    6. Simona Galletta & Sebastiano Mazzù & Valeria Naciti, 2021. "Banks' business strategy and environmental effectiveness: The monitoring role of the board of directors and the managerial incentives," Business Strategy and the Environment, Wiley Blackwell, vol. 30(5), pages 2656-2670, July.
    7. Ye Sang & Eunkyoung Han, 2023. "A win‐win way for corporate and stakeholders to achieve sustainable development: Corporate social responsibility value co‐creation scale development and validation," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(3), pages 1177-1190, May.
    8. Juan Carlos Fandos-Roig & Javier Sánchez-García & Sandra Tena-Monferrer & Luis José Callarisa-Fiol, 2020. "Does CSR Help to Retain Customers in a Service Company?," Sustainability, MDPI, vol. 13(1), pages 1-21, December.
    9. Francisco González Santa Cruz & Iliana Loor Alcívar & Nelly Moreira Mero & Amalia Hidalgo-Fernández, 2020. "Analysis of the Dimensions of Corporate Social Responsibility: Study Applied to Co-operativism in Ecuador," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 148(2), pages 517-534, April.
    10. Stefano Dell'Atti & Annarita Trotta & Antonia Patrizia Iannuzzi & Federica Demaria, 2017. "Corporate Social Responsibility Engagement as a Determinant of Bank Reputation: An Empirical Analysis," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 24(6), pages 589-605, November.
    11. Mario La Torre & Sabrina Leo & Ida Claudia Panetta, 2021. "Banks and environmental, social and governance drivers: Follow the market or the authorities?," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(6), pages 1620-1634, November.
    12. Caby, Jérôme & Ziane, Ydriss & Lamarque, Eric, 2020. "The determinants of voluntary climate change disclosure commitment and quality in the banking industry," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    13. Newman, Carol & Rand, John & Tarp, Finn & Trifkovic, Neda, 2018. "The transmission of socially responsible behaviour through international trade," European Economic Review, Elsevier, vol. 101(C), pages 250-267.
    14. Jérôme Caby & Ydriss Ziane & Eric Lamarque, 2020. "The determinants of voluntary climate change disclosure commitment and quality in the banking industry," Post-Print hal-02927623, HAL.
    15. Iordanis Kotzaivazoglou & Garyfallos Fragidis & Eugenia Papaioannou & Costas Assimakopoulos & Ioannis Nanos & Nektaria Astrini, 2023. "Supporting Culture to Improve Corporate Image: The Case of Greek Banks," Sustainability, MDPI, vol. 15(5), pages 1-16, February.
    16. Najeb Masoud, 2017. "How to win the battle of ideas in corporate social responsibility: the International Pyramid Model of CSR," International Journal of Corporate Social Responsibility, Springer, vol. 2(1), pages 1-22, December.
    17. Angela Boateng & Byron Lew & Yi Liu, 2025. "Corporate Social Responsibility Expenditures and Bank Performance: Role of Size Among Listed Banks in Ghana," JRFM, MDPI, vol. 18(3), pages 1-25, February.
    18. Adalberto Alberici & Francesca Querci, 2016. "The Quality of Disclosures on Environmental Policy: The Profile of Financial Intermediaries," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 23(5), pages 283-296, September.
    19. Francesco Manta & Annunziata Tarulli & Domenico Morrone & Pierluigi Toma, 2020. "Toward a Quadruple Bottom Line: Social Disclosure and Financial Performance in the Banking Sector," Sustainability, MDPI, vol. 12(10), pages 1-18, May.
    20. Natalia Yakovleva & Diego Vazquez-Brust, 2012. "Stakeholder Perspectives on CSR of Mining MNCs in Argentina," Journal of Business Ethics, Springer, vol. 106(2), pages 191-211, March.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    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:gam:jsusta:v:11:y:2019:i:18:p:4930-:d:265669. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.