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Best price, best quality or good values? Determinants of loyalty toward co-operative banking

Author

Listed:
  • Charlotte Lecuyer

    (Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

  • Mathieu Béal
  • Sonia Capelli

    (Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

  • William Sabadie

    (Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

Abstract

In Europe in 2012, co-operative banks totalled 100 million clients (a third of banking customers) and 4 000 local banks, which accounted for half of the amount of credit establishments. Our model questions the importance of two main concepts – perceived performance and perceived Corporate Social Responsibility – on loyalty intents, through the mediating role of relationship quality. A confirmatory study using structural modeling equations was conducted on 498 clients (members and nonmembers) of a co-operative bank. Results indicate that members' loyalty intents are much more explained by service and price performance. They also indicate that relationship quality is more crucial as a mediating variable to determine the loyalty intents of members than it is for non-members.

Suggested Citation

  • Charlotte Lecuyer & Mathieu Béal & Sonia Capelli & William Sabadie, 2015. "Best price, best quality or good values? Determinants of loyalty toward co-operative banking," Post-Print halshs-01128773, HAL.
    • Handle: RePEc:hal:journl:halshs-01128773
    as

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