Table IV.

Summary of the results after factor, reliability and validity analysis

ItemsFactor loadst-value
Market orientation (CR = 0.91; AVE = 0.72)
Intelligence generation (α = 0.795; CR = 0.84; AVE = 0.58)0.81611.888*
GEN1: We regularly analyse the factors that influence customer satisfaction0.686Fixed
GEN2: We regularly analyse the improvement in our employees’ satisfaction and compare it with their performance0.69312.828*
GEN3: We quickly detect the changes that occur in our commercial environment0.70211.003*
GEN4: It is just as important for us to achieve marketing objectives (customer satisfaction and loyalty, service quality) as it is to meet our financial targets0.92616.350*
Intelligence dissemination (α = 0.878; CR = 0.89; AVE = 0.68)0.85316.661*
DIS1: Our firm’s mission is reflected and implemented in our plans and interventions addressing customer satisfaction0.778Fixed
DIS2: Customer satisfaction and quality improvement are regularly dealt with in our meetings0.73914.823*
DIS3: Our targets include specific customer satisfaction and quality improvement objectives0.81718.771*
DIS4: We inform about possible future changes in an integrated, logical and objective way, including any possible disadvantages associated with the change and by exploring our employees’ opinions0.93920.005*
Responsiveness (α = 0.772; CR = 0.79; AVE = 0.56)0.90213.566*
RES1: We demonstrate our interest in building a closer relationship with customers through a range of actions (such as responding personally to their questions)0.673Fixed
RES2: We have a structured system for the continued improvement of customer satisfaction and service quality (surveys, customer complaint and relations management, etc.)0.70110.695*
RES3: We are ready to face new challenges and learn new skillsDeleted
RES4: We analyse our main functions to optimise them and minimise their failure rate0.86116.435*
Marketing culture (α = 0.806; CR = 0.83; AVE = 0.63)0.83013.867*
CUL1: We reward our branch personnel for their contributions to customer satisfaction and for improving service quality0.735Fixed
CUL2: We have sufficient authority and information to take decisions flexibly0.75016.369*
CUL3: We have the capability to implement innovations without the need for numerous rounds of approval at different levels in the hierarchyDeleted
CUL4: The flexible interpretation of the work procedures, norms and policies are not regarded as a problem in our branch0.88416.672*
Customer satisfaction (α = 0.959; CR = 0.96; AVE = 0.83)
SAT1: My expectations have been met0.91827.518*
SAT2: I am satisfied with the value for money offered0.87021.249*
SAT3: I am satisfied with the service I have received0.90522.030*
SAT4: I am satisfied with the company0.90827.164*
SAT5: In general I am really satisfied0.94427.965*
Customer self-brand connection (α = 0.960; CR = 0.96; AVE = 0.86)
SEL1: My bank reflects who I am0.91125.970*
SEL2: I can identify with my bank0.94225.804*
SEL3: I feel a personal connection with my bank0.92726.988*
SEL4: My bank matches my personality0.92825.525*
Customer emotions during the service (CR = 0.79; AVE = 0.65)
Pleasure (α = 0.929; CR = 0.93; AVE = 0.69)0.84217.460*
PLE1: Angry/Glad0.842Fixed
PLE2: Sad/Cheerful0.88729.017*
PLE3: Unhappy/Happy0.89927.465*
PLE4: Dissatisfied/Satisfied0.85122.065*
PLE5: Disappointed/Excited0.80518.137*
PLE6: Annoyed/Pleased0.69514.818*
Arousal (α = 0.924; CR = 0.93; AVE = 0.81)0.77111.240*
ARO7: Indifferent/Unexpected0.817Fixed
ARO8: Not amazed at all/Very amazed0.94320.665*
ARO9: Not fascinated at all/Very fascinated0.93618.836*
Customer engagement (α = 0.928; CR = 0.93; AVE = 0.77)
ENG1: I feel valued in my interactions with the branch0.81520.201*
ENG2: I feel as though I have a personal relationship with my branch0.91225.611*
ENG3: I consider that people in my branch are concerned about me as a person0.90026.070*
ENG4: I feel an emotional link with my branch0.88222.812*
Customer attitudinal loyalty (α = 0.953; CR = 0.95; AVE = 0.84)
LOY1: I try to visit my usual branch every time I need financial services0.91626.294*
LOY2: I will try to continue with my usual branch in the coming years0.92226.883*
LOY3: I will encourage my relatives and friends to become customers at this branchDeleted
LOY4: As long as I continue to be treated in the same way I do not expect I will change my bank branch0.90223.765*
LOY5: When I need a financial service I will come to this branch0.92126.419*

Notes:

Fit of the model: χ2=1018.241, df = 571, χ2/df = 1.783; NFI = 0.945; NNFI = 0.965; IFI = 0.975; CFI= 0.975; RMSEA = 0.042;

*

p < 0.01

[ViewLarge]
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Please sign in to your personal account to gift article access.

Register

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Gift articles remaining: --

Gift article access

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Gift articles remaining: --

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses.

You have reached the limit of 10 links within a 30 day period.

Sharing Unavailable

Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.