Loyalty and Profitability of VIP and Non-VIP Customers in the Banking Service Industry

Jengchung Victor Chen (), Hsing Kenneth Cheng () and Hui-Ju Veronica Hsiao ()
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Jengchung Victor Chen: Institute of International Management, National Cheng Kung University, Tainan City 701, Taiwan
Hsing Kenneth Cheng: Warrington College of Business Administration, University of Florida, Gainesville, Florida 32611
Hui-Ju Veronica Hsiao: Institute of International Management, National Cheng Kung University, Tainan City 701, Taiwan

Service Science, 2016, vol. 8, issue 1, 19-36

Abstract: This study develops an integrated model from service-profit-chain model, privacy-trust-behavioral intention model, and expectancy-disconfirmation model to investigate the loyalty and profitability of very important person (VIP) and non-VIP customers in the banking service industry. Our results indicate that firm’s profitability is influenced by customer’s satisfaction and loyalty. Consumers’ privacy concerns decide their trust toward the firm. However, disconfirmation as a mediator of perception and expectation to satisfaction does not affect customers’ satisfaction.

Keywords: service-profit-chain model; privacy-trust-behavioral intention model; expectancy-disconfirmation theory; loyalty; profitability (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:8:y:2016:i:1:p:19-36

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