Details

Autor(en) / Beteiligte

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

Titel

Perceived value and customer loyalty in financial services

Ist Teil von

• The Service industries journal, 2009-06, Vol.29 (6), p.775-789

Ort / Verlag

London: Routledge

Erscheinungsjahr

2009

Quelle

Taylor & Francis Journals Auto-Holdings Collection

Beschreibungen/Notizen

• 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.