Perceived value and customer loyalty in financial services

被引：73

作者：

Fandos Roig, Juan Carlos ^{[1
]}

Sanchez Garcia, Javier ^{[1
]}

Moliner Tena, Miguel Angel ^{[1
]}

机构：

[1] Jaume I Univ Castellon, Dept Business Adm & Mkt, Castellon de La Plana 12071, Spain

来源：

SERVICE INDUSTRIES JOURNAL | 2009年 / 29卷 / 06期

关键词：

perceived value; satisfaction; loyalty; relationship marketing; banking services; QUALITY; SATISFACTION; PERCEPTIONS; PRICE; ANTECEDENTS; TECHNOLOGY; INTENTIONS; BUSINESS; TRUST; MODEL;

D O I：

10.1080/02642060902749286

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

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.

引用

页码：775 / 789

页数：15

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