Perceived value and customer loyalty in financial services

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

The Service Industries Journal, 2009, vol. 29, issue 6, 775-789

Abstract: 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.

Date: 2009
References: View complete reference list from CitEc
Citations: View citations in EconPapers (14)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060902749286 (text/html)
Access to full text is restricted to subscribers.

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:taf:servic:v:29:y:2009:i:6:p:775-789

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060902749286

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().