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Exploring the Value Dimensions and Their Impact on Customer Loyalty in Indian Banking Services

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DOI: 10.4236/tel.2019.96123    97 Downloads   256 Views

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.

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Sahoo, D. and Telang, A. (2019) Exploring the Value Dimensions and Their Impact on Customer Loyalty in Indian Banking Services. Theoretical Economics Letters, 9, 1938-1954. doi: 10.4236/tel.2019.96123.

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