Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction

Zohurul Anis, Ahasanul Haque (), Nur Fariza Bt Mustofa and Md. Asadul Islam
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Zohurul Anis: Rajshahi University
Ahasanul Haque: International Islamic University Malaysia
Nur Fariza Bt Mustofa: International Islamic University Malaysia
Md. Asadul Islam: BRAC University

Chapter Chapter 8 in Research on Islamic Business Concepts, 2023, pp 121-142 from Springer

Abstract: Abstract The goal of this study is to investigate the role that customer satisfaction plays as a mediating factor in the link between multidimensional perceived value (i.e., functional value, emotional value, and social value) and customer loyalty of private commercial bank customers in Bangladesh. This study employed a quantitative research approach and convenient sampling technique to collect the data, where 367 replies out of 400 samples were valid for final analysis. The data set was tested by utilizing the statistical software packages SPSS and AMOS. The findings demonstrated that perceived value has a considerable positive impact on consumer satisfaction and loyalty. In addition, customer satisfaction not only has a positive impact on customer loyalty, but it also helps explain how mediated partially within perceived value and customer loyalty. The findings of the research will be of great assistance to bank management in developing a long-term sustaining customer-centric marketing strategy. Likewise, it would be a crucial contribution to the literature and would assist academics in carrying out their future research endeavors.

Keywords: Customer satisfaction; Perceived value; Customer loyalty; Private commercial banks and Bangladesh (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-99-5118-5_8

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DOI: 10.1007/978-981-99-5118-5_8

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