...Fiona Kigen; Marike Venter de Villiers Purpose This study aims to investigate the nature and effects of cognitive dissonance among customers who experience loan rejections in the South African banking sector. It examines how cognitive dissonance influences customer satisfaction and loyalty within...

...Joana Cardoso; Júlio Araujo Carneiro da Cunha; Evandro Luiz Lopes; Eduardo Mesquita Purpose The objective was to identify the moderating role of reactance on the satisfaction of banking consumers with different account types and its influence on service loyalty. We addressed an existing gap...

...Dung Phuong Hoang Purpose We respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty...

...Rafaela Nascimento Buhler; Fernando De Oliveira Santini; Wagner Junior Ladeira; Tareq Rasul; Marcelo Gattermann Perin; Satish Kumar Purpose This study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector...

...Tri-Quan Dang; Garry Wei-Han Tan; Eugene Cheng-Xi Aw; Keng-Boon Ooi; Bhimaraya Metri; Yogesh K. Dwivedi Purpose The surging entrance of new mobile payment merchants into the growing market has prompted the need for an in-depth understanding of loyalty formation to retain customers. This study...

...Emerson Wagner Mainardes; Neudson Peres de Freitas Purpose This study aims to verify the influence of perceived value dimensions on customer satisfaction and loyalty in the banking sector, comparing these relationships between traditional banks and fintechs. Also, it was verified whether...

...Shalom Levy Purpose Various digital banking platforms (website and apps) are offered to bank customers in order to create an experiential service, which is essential in retaining customers and generating brand bank loyalty. The current study aims to examine the dynamics of customer emotional...

... and trust as stimuli on M-payment loyalty. Design/methodology/approach Data were collected through Google Forms from 431 participants. Subjects were M-payment users. The hypothesized model was tested using structural equational modeling. Findings Results of the study indicate that perceived severity...

..., trust and loyalty has also been evaluated. The moderating role of the customer–brand relationship length has also been evaluated. Design/methodology/approach A two-stage mixed-method approach was used for the data collection. Two focus group discussions were conducted for the preliminary stage...

... social responsibility (CSR), trust (TRUS), satisfaction (SAT) and loyalty (LOY) among bank customers in an emerging/and or a developing country's context. Design/methodology/approach A quantitative survey approach was used. Data from a total of 769 banking customers, containing demographic...

... and loyalty, while highlighting the differences between the digital service channels (websites and apps). Design/methodology/approach The author conducted a survey, collecting responses from 390 users of banking websites and mobile banking. Structural equation modeling (SEM) analyzed the data...

..., which is characterized by consumer loyalty. This study extends previous new-entry competition for banks by differentiating between incumbent and new-entry downstream firms. Peer review The peer review history for this article is available at: https://publons.com/publon/10.1108/IJBM-11-2019-0414...

...Kent Eriksson; Cecilia Hermansson; Sara Jonsson Purpose This paper investigates the viability of the relationship-oriented business model. Specifically, it examines the effects of bank customers' satisfaction, loyalty, and trust in bank advisors on two client-level performance measures; client...

... rights only Satisfaction Loyalty Thailand Mobile banking Continuance ECSI Mobile banking has emerged as a key channel in recent years. While some of the initial industry push toward mobile banking was motivated by the desire to cut cost, there were other, more important reasons...

... the factors that influence retail banking customers’ loyalty intentions. Design/methodology/approach In order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed...

...Karin Boonlertvanich Purpose The purpose of this paper is to develop a comprehensive model representing the relationships among service quality, customer satisfaction, trust and loyalty in a retail banking service. Because many banks now emphasize acquiring more high-wealth and main-bank customers...

...Matthias Ruefenacht Purpose The purpose of this paper is to examine the crucial antecedents of satisfaction and loyalty for the insurance industry and discuss how customer satisfaction and loyalty can be increased. Design/methodology/approach A large-scale global survey is conducted among...

...Charles Makanyeza; Lovemore Chikazhe Purpose There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures...

...Dhananjay Bapat Purpose The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch and electronic banking channels through which the customers interact with the bank. Design...

... ; Tsen et al., 2006). Specifically, scholars have suggested that lifestyles and personal values can help to “flesh out” customers in a way that sterile demographic information cannot (Laroche et al., 2001 ; McCarty and Shrum, 1993). Customers Loyalty Psychology Demography CSR...