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The antecedents of consumer loyalty in retail banking
Author(s) -
Lewis Barbara R,
Soureli Magdalini
Publication year - 2006
Publication title -
journal of consumer behaviour
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.811
H-Index - 43
eISSN - 1479-1838
pISSN - 1472-0817
DOI - 10.1002/cb.46
Subject(s) - loyalty , business , marketing , service (business) , value (mathematics) , service quality , outcome (game theory) , retail banking , advertising , psychology , economics , microeconomics , computer science , machine learning
This paper is focused on a study designed to investigate loyalty in retail banking. The research findings suggest that loyalty is the outcome of a cognitive rather than an affective process. The main antecedents of bank loyalty were found to be perceived value, service quality, service attributes, satisfaction, image and trust: constructs that are inter‐related and form a network of loyalty antecedents. Copyright © 2006 John Wiley & Sons, Ltd.