Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury
Banks are an essential part of every business and economy. As the number of banks are increasing to provide valuable services to clients, customers with numerous expectations regarding new products and services are assisting to build loyalty. In this regard, the current study intended to examine the...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universiti Teknologi MARA
2021
|
| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/2894/1/2894.pdf |
| _version_ | 1796899426299543552 |
|---|---|
| author | Karim, Md Wasiul Chowdhury, Mohammad Abdul Matin |
| author_facet | Karim, Md Wasiul Chowdhury, Mohammad Abdul Matin |
| author_sort | Karim, Md Wasiul |
| collection | UITM |
| description | Banks are an essential part of every business and economy. As the number of banks are increasing to provide valuable services to clients, customers with numerous expectations regarding new products and services are assisting to build loyalty. In this regard, the current study intended to examine the antecedents of customer loyalty towards private commercial banks in Bangladesh. The Stimulus-Organism-Response (S-O-R) was employed. A total of 257 data was received from the respondents who have been experiencing banking services. The data was analyzed by deploying the SPSS and AMOS version 21.0. The result indicated that, satisfaction has a significant influence on customer loyalty. The findings further reveal that perceived value has significant impact on both satisfaction and customer loyalty and it was also noted that satisfaction was partially mediated by perceived value and customer loyalty. On the other hand, staff competency was found to be insignificant in determining the relationship with customer loyalty but significant with customer satisfaction. The findings from this study will enhance private commercial bank service providers involved in the operations to understand the best approach that can be taken to serve customers better. |
| first_indexed | 2024-03-06T01:20:50Z |
| format | Article |
| id | uitm.eprints-894 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T01:20:50Z |
| publishDate | 2021 |
| publisher | Universiti Teknologi MARA |
| record_format | dspace |
| spelling | uitm.eprints-8942022-06-15T04:08:13Z https://ir.uitm.edu.my/id/eprint/2894/ Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury mar Karim, Md Wasiul Chowdhury, Mohammad Abdul Matin Consumer satisfaction Customer services. Customer relations Banks are an essential part of every business and economy. As the number of banks are increasing to provide valuable services to clients, customers with numerous expectations regarding new products and services are assisting to build loyalty. In this regard, the current study intended to examine the antecedents of customer loyalty towards private commercial banks in Bangladesh. The Stimulus-Organism-Response (S-O-R) was employed. A total of 257 data was received from the respondents who have been experiencing banking services. The data was analyzed by deploying the SPSS and AMOS version 21.0. The result indicated that, satisfaction has a significant influence on customer loyalty. The findings further reveal that perceived value has significant impact on both satisfaction and customer loyalty and it was also noted that satisfaction was partially mediated by perceived value and customer loyalty. On the other hand, staff competency was found to be insignificant in determining the relationship with customer loyalty but significant with customer satisfaction. The findings from this study will enhance private commercial bank service providers involved in the operations to understand the best approach that can be taken to serve customers better. Universiti Teknologi MARA 2021-08 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/2894/1/2894.pdf Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury. (2021) Management & Accounting Review (MAR) <https://ir.uitm.edu.my/view/publication/Management_=26_Accounting_Review_=28MAR=29/>, 20 (2): 2. pp. 35-57. ISSN 2550-1895 https://mar.uitm.edu.my/ |
| spellingShingle | Consumer satisfaction Customer services. Customer relations Karim, Md Wasiul Chowdhury, Mohammad Abdul Matin Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury |
| title | Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury |
| title_full | Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury |
| title_fullStr | Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury |
| title_full_unstemmed | Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury |
| title_short | Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury |
| title_sort | antecedents of customer loyalty towards private commercial banks in bangladesh md wasiul karim and mohammad abdul matin chowdhury |
| topic | Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/2894/1/2894.pdf |
| work_keys_str_mv | AT karimmdwasiul antecedentsofcustomerloyaltytowardsprivatecommercialbanksinbangladeshmdwasiulkarimandmohammadabdulmatinchowdhury AT chowdhurymohammadabdulmatin antecedentsofcustomerloyaltytowardsprivatecommercialbanksinbangladeshmdwasiulkarimandmohammadabdulmatinchowdhury |