TITLE:
Exploring the Value Dimensions and Their Impact on Customer Loyalty in Indian Banking Services
AUTHORS:
Debajani Sahoo, Achyut Telang
KEYWORDS:
Service Perceived Value, Customer Loyalty, Customer Service Experience, Banking Service, Indian Economy
JOURNAL NAME:
Theoretical Economics Letters,
Vol.9 No.6,
August
22,
2019
ABSTRACT: The purpose of the present study is to investigate
the impact of the multiple dimensions of perceived value on customer experience
metrics and loyalty. It also advances the concept of consumer value in the
service industry, through modeling and measurement in service set up like
banking. A web-based
survey among 345 m-banking users was employed to gather data regarding the
proposed set of constructs. A Structural Equation Modelling (SEM) technique was
used to analyze the conceptual model and test the proposed set of hypotheses.
The study results supported the fact that banking perceived value consists of five dimensions, such as
Behavioral price, Monetary price, Emotional response, Quality, Reputation. The
total configuration of these dimensions influences customer loyalty via the development of evaluation
of customers towards banking services.