Bank affection and customer retention: an empirical investigation of customer trust, satisfaction, loyalty

Pankaj Tiwari ()
Additional contact information
Pankaj Tiwari: Tulas Institute Mehre Ka Gaon PO Selaqui, Dhoolkot, Uttarakhand Technical University

SN Business & Economics, 2022, vol. 2, issue 6, 1-27

Abstract: Abstract In a context of increasing competition among financial service institutions, customer affection, and retention are a key factor for survival and success. The main goal of the study is to understand how affection effects customer retention in the presence of trust, satisfaction, and loyalty. Structural equation modelling (SEM) with mediation analysis is used on a sample of 940 to evaluate the model. The finding of this study showed that trust alone is not sufficient in mediating the relationship between affection and retention. However, trust, in combination with satisfaction and loyalty, acts as an intermediary between affection and retention. These results can help commercial banks to understand the causes for customer retention in a rapidly changing and competitive environment.

Keywords: Affection; Trust; Satisfaction; Loyalty; Retention; SEM (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://link.springer.com/10.1007/s43546-022-00229-y Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:snbeco:v:2:y:2022:i:6:d:10.1007_s43546-022-00229-y

Ordering information: This journal article can be ordered from
https://www.springer.com/journal/43546

DOI: 10.1007/s43546-022-00229-y

Access Statistics for this article

SN Business & Economics is currently edited by Gino D'Oca

More articles in SN Business & Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().