Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image
Purpose- This study examined the moderating effect of perceived corporate image on the indirect relationship between mobile banking service quality and customer retention via customer perceived value in the Kenyan banking industry Design/Methodology- The study adopted an explanatory research desi...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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seisense
2021-07-01
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| Series: | SEISENSE Journal of Management |
| Subjects: | |
| Online Access: | https://journal.seisense.com/jom/article/view/672 |
| _version_ | 1797269106965086208 |
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| author | Daniel Kipkirui Langat Ronald Bonuke Yusuf Kibet |
| author_facet | Daniel Kipkirui Langat Ronald Bonuke Yusuf Kibet |
| author_sort | Daniel Kipkirui Langat |
| collection | DOAJ |
| description |
Purpose- This study examined the moderating effect of perceived corporate image on the indirect relationship between mobile banking service quality and customer retention via customer perceived value in the Kenyan banking industry
Design/Methodology- The study adopted an explanatory research design, employing multistage, simple random and systematic sampling techniques in collecting data from a sample size of 400 consumers of mobile banking services in Kenya using a self-administered questionnaire
Findings- The results reveal a significant mediating effect of customer perceived value on the relationship between mobile banking service quality and customer retention. Moreover, the study established that perceived corporate image moderates the relationship between; mobile banking service quality and customer perceived value and mobile banking service quality and customer retention. Finally, perceived corporate image moderates the indirect link between mobile banking service quality and customer retention via customer retention at all levels
Practical Implications- These findings underscore the need for the bank’s management and policymakers to develop quality assurance policies and devise value-centered strategies and image-enhancing strategies to enhance customer retention.
Originality/Value - The study’s findings bring new critical knowledge concerning the indirect effect of customer perceived value and perceived corporate image on the study variables.
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| first_indexed | 2024-03-07T14:04:52Z |
| format | Article |
| id | doaj.art-5094607eca3e46ec8c0e13f1033d16d4 |
| institution | Directory Open Access Journal |
| issn | 2617-5770 |
| language | English |
| last_indexed | 2024-04-25T01:43:06Z |
| publishDate | 2021-07-01 |
| publisher | seisense |
| record_format | Article |
| series | SEISENSE Journal of Management |
| spelling | doaj.art-5094607eca3e46ec8c0e13f1033d16d42024-03-08T00:04:47ZengseisenseSEISENSE Journal of Management2617-57702021-07-014410.33215/sjom.v4i4.672Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate ImageDaniel Kipkirui Langat0https://orcid.org/0000-0003-0392-0606Ronald Bonuke1Yusuf Kibet2Moi University, KenyaMoi University, KenyaMoi University, Kenya Purpose- This study examined the moderating effect of perceived corporate image on the indirect relationship between mobile banking service quality and customer retention via customer perceived value in the Kenyan banking industry Design/Methodology- The study adopted an explanatory research design, employing multistage, simple random and systematic sampling techniques in collecting data from a sample size of 400 consumers of mobile banking services in Kenya using a self-administered questionnaire Findings- The results reveal a significant mediating effect of customer perceived value on the relationship between mobile banking service quality and customer retention. Moreover, the study established that perceived corporate image moderates the relationship between; mobile banking service quality and customer perceived value and mobile banking service quality and customer retention. Finally, perceived corporate image moderates the indirect link between mobile banking service quality and customer retention via customer retention at all levels Practical Implications- These findings underscore the need for the bank’s management and policymakers to develop quality assurance policies and devise value-centered strategies and image-enhancing strategies to enhance customer retention. Originality/Value - The study’s findings bring new critical knowledge concerning the indirect effect of customer perceived value and perceived corporate image on the study variables. https://journal.seisense.com/jom/article/view/672Mobile Banking Service QualityCustomer Perceived ValuePerceived Corporate ImageCustomer RetentionKenyan Banking Industry |
| spellingShingle | Daniel Kipkirui Langat Ronald Bonuke Yusuf Kibet Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image SEISENSE Journal of Management Mobile Banking Service Quality Customer Perceived Value Perceived Corporate Image Customer Retention Kenyan Banking Industry |
| title | Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image |
| title_full | Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image |
| title_fullStr | Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image |
| title_full_unstemmed | Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image |
| title_short | Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image |
| title_sort | mobile banking service quality and customer retention a moderated mediation model of customer perceived value and perceived corporate image |
| topic | Mobile Banking Service Quality Customer Perceived Value Perceived Corporate Image Customer Retention Kenyan Banking Industry |
| url | https://journal.seisense.com/jom/article/view/672 |
| work_keys_str_mv | AT danielkipkiruilangat mobilebankingservicequalityandcustomerretentionamoderatedmediationmodelofcustomerperceivedvalueandperceivedcorporateimage AT ronaldbonuke mobilebankingservicequalityandcustomerretentionamoderatedmediationmodelofcustomerperceivedvalueandperceivedcorporateimage AT yusufkibet mobilebankingservicequalityandcustomerretentionamoderatedmediationmodelofcustomerperceivedvalueandperceivedcorporateimage |