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Perceived value and customer loyalty in financial services

Author

Listed:
  • Juan Carlos Fandos Roig
  • Javier Sánchez García
  • Miguel Ángel Moliner Tena

Abstract

Taking into account how expensive it is to maintain customer loyalty programmes, it is necessary to know which aspects of the firm’s service are the ones that really deliver value to the customer. The aim of this paper is to study the relationships between perceived value, satisfaction and consumer loyalty in the financial services market, in order to know which factors are the most important for gaining the customers’ loyalty. A personal survey was made of 200 customers of financial entities, and structural equations models were used to test the relationships posited.

Suggested Citation

  • Juan Carlos Fandos Roig & Javier Sánchez García & Miguel Ángel Moliner Tena, 2009. "Perceived value and customer loyalty in financial services," The Service Industries Journal, Taylor & Francis Journals, vol. 29(6), pages 775-789, June.
    • Handle: RePEc:taf:servic:v:29:y:2009:i:6:p:775-789
    DOI: 10.1080/02642060902749286
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    Cited by:

    1. Neringa Ivanauskiene & Vilte Auruškeviciene & Vida Skudiene & Sarunas Nedzinskas, 2012. "Customer perceptions of value: case of retail banking," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 3(1).
    2. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.
    3. A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.
    4. Charles Adusei & Isaac Tweneboah-Koduah & Gloria K.Q. Agyapong, 2020. "Sales-Orientation and Customer-Orientation on Performance of Direct Sales Executives of Fidelity Bank, Ghana," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 9(4), pages 70-86, October.
    5. Yong-Ki Lee & Byung-Ho Choi & Dong Jin Kim & Sunghyup Sean Hyun, 2014. "Relational benefits, their consequences, and customer membership types," The Service Industries Journal, Taylor & Francis Journals, vol. 34(3), pages 230-250, February.
    6. A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.
    7. Selamet Riyadi, 2019. "Influence between Banking Service Quality and Brand Image Against Customer Relationship and Loyalty in Sharia Bank," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 322-342.
    8. Woo-yeul Baek & Kyungyeol (Anthony) Kim & Doo-Han Kim & Kevin K. Byon, 2020. "The Impacts of the Perceived Golf Course Brand Globalness on Customer Loyalty through Multidimensional Perceived Values," Sustainability, MDPI, vol. 12(3), pages 1-12, January.
    9. Sang Soo Kim, 2020. "Purchase Intention in the Online Open Market: Do Concerns for E-Commerce Really Matter?," Sustainability, MDPI, vol. 12(3), pages 1-21, January.
    10. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2019. "A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer," Global Business Review, International Management Institute, vol. 20(5), pages 1248-1266, October.
    11. Faith Rudairo Chibvura & Darry Penceliah, 2018. "Promotional Tools Employed by Medical Insurance Companies to Attract International University Students," Journal of Economics and Behavioral Studies, AMH International, vol. 10(6), pages 191-200.
    12. repec:dau:papers:123456789/13705 is not listed on IDEAS
    13. Agus Salim, 2017. "How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature)," GATR Journals jfbr127, Global Academy of Training and Research (GATR) Enterprise.
    14. Chai, Joe Choon Yean & Malhotra, Naresh K. & Alpert, Frank, 2015. "A two-dimensional model of trust–value–loyalty in service relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 23-31.

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