Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction

Zohurul Anis; Ahasanul Haque; Nur Fariza Bt Mustofa; Md Asadul Islam

doi:10.1007/978-981-99-5118-5_8

Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction

Zohurul Anis
, Ahasanul Haque^*
, Nur Fariza Bt Mustofa
, Md Asadul Islam

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Scopus citations

Abstract

The goal of this study is to investigate the role that customer satisfaction plays as a mediating factor in the link between multidimensional perceived value (i.e., functional value, emotional value, and social value) and customer loyalty of private commercial bank customers in Bangladesh. This study employed a quantitative research approach and convenient sampling technique to collect the data, where 367 replies out of 400 samples were valid for final analysis. The data set was tested by utilizing the statistical software packages SPSS and AMOS. The findings demonstrated that perceived value has a considerable positive impact on consumer satisfaction and loyalty. In addition, customer satisfaction not only has a positive impact on customer loyalty, but it also helps explain how mediated partially within perceived value and customer loyalty. The findings of the research will be of great assistance to bank management in developing a long-term sustaining customer-centric marketing strategy. Likewise, it would be a crucial contribution to the literature and would assist academics in carrying out their future research endeavors.

Original language	English
Title of host publication	Research on Islamic Business Concepts - Proceedings of the 13th Global Islamic Marketing Conference
Editors	Veland Ramadani, Baker Alserhan, Léo-Paul Dana, Léo-Paul Dana, Jusuf Zeqiri, Hasan Terzi, Mehmet Bayirli
Publisher	Springer Nature
Pages	121-142
Number of pages	22
ISBN (Print)	9789819951178
DOIs	https://doi.org/10.1007/978-981-99-5118-5_8
State	Published - 2023

Publication series

Name	Springer Proceedings in Business and Economics
ISSN (Print)	2198-7246
ISSN (Electronic)	2198-7254

Bibliographical note

Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd 2023.

Keywords

Customer loyalty
Customer satisfaction
Perceived value
Private commercial banks and Bangladesh

ASJC Scopus subject areas

General Business, Management and Accounting
General Economics, Econometrics and Finance

Access to Document

10.1007/978-981-99-5118-5_8

Cite this

Anis, Z., Haque, A., Mustofa, N. F. B., & Islam, M. A. (2023). Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction. In V. Ramadani, B. Alserhan, L.-P. Dana, L.-P. Dana, J. Zeqiri, H. Terzi, & M. Bayirli (Eds.), Research on Islamic Business Concepts - Proceedings of the 13th Global Islamic Marketing Conference (pp. 121-142). (Springer Proceedings in Business and Economics). Springer Nature. https://doi.org/10.1007/978-981-99-5118-5_8

Anis, Zohurul ; Haque, Ahasanul ; Mustofa, Nur Fariza Bt et al. / Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction. Research on Islamic Business Concepts - Proceedings of the 13th Global Islamic Marketing Conference. editor / Veland Ramadani ; Baker Alserhan ; Léo-Paul Dana ; Léo-Paul Dana ; Jusuf Zeqiri ; Hasan Terzi ; Mehmet Bayirli. Springer Nature, 2023. pp. 121-142 (Springer Proceedings in Business and Economics).

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abstract = "The goal of this study is to investigate the role that customer satisfaction plays as a mediating factor in the link between multidimensional perceived value (i.e., functional value, emotional value, and social value) and customer loyalty of private commercial bank customers in Bangladesh. This study employed a quantitative research approach and convenient sampling technique to collect the data, where 367 replies out of 400 samples were valid for final analysis. The data set was tested by utilizing the statistical software packages SPSS and AMOS. The findings demonstrated that perceived value has a considerable positive impact on consumer satisfaction and loyalty. In addition, customer satisfaction not only has a positive impact on customer loyalty, but it also helps explain how mediated partially within perceived value and customer loyalty. The findings of the research will be of great assistance to bank management in developing a long-term sustaining customer-centric marketing strategy. Likewise, it would be a crucial contribution to the literature and would assist academics in carrying out their future research endeavors.",

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Anis, Z, Haque, A, Mustofa, NFB & Islam, MA 2023, Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction. in V Ramadani, B Alserhan, L-P Dana, L-P Dana, J Zeqiri, H Terzi & M Bayirli (eds), Research on Islamic Business Concepts - Proceedings of the 13th Global Islamic Marketing Conference. Springer Proceedings in Business and Economics, Springer Nature, pp. 121-142. https://doi.org/10.1007/978-981-99-5118-5_8

Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction. / Anis, Zohurul; Haque, Ahasanul; Mustofa, Nur Fariza Bt et al.
Research on Islamic Business Concepts - Proceedings of the 13th Global Islamic Marketing Conference. ed. / Veland Ramadani; Baker Alserhan; Léo-Paul Dana; Léo-Paul Dana; Jusuf Zeqiri; Hasan Terzi; Mehmet Bayirli. Springer Nature, 2023. p. 121-142 (Springer Proceedings in Business and Economics).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Anis, Zohurul

AU - Haque, Ahasanul

AU - Mustofa, Nur Fariza Bt

AU - Islam, Md Asadul

N1 - Publisher Copyright: © The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd 2023.

PY - 2023

Y1 - 2023

N2 - The goal of this study is to investigate the role that customer satisfaction plays as a mediating factor in the link between multidimensional perceived value (i.e., functional value, emotional value, and social value) and customer loyalty of private commercial bank customers in Bangladesh. This study employed a quantitative research approach and convenient sampling technique to collect the data, where 367 replies out of 400 samples were valid for final analysis. The data set was tested by utilizing the statistical software packages SPSS and AMOS. The findings demonstrated that perceived value has a considerable positive impact on consumer satisfaction and loyalty. In addition, customer satisfaction not only has a positive impact on customer loyalty, but it also helps explain how mediated partially within perceived value and customer loyalty. The findings of the research will be of great assistance to bank management in developing a long-term sustaining customer-centric marketing strategy. Likewise, it would be a crucial contribution to the literature and would assist academics in carrying out their future research endeavors.

AB - The goal of this study is to investigate the role that customer satisfaction plays as a mediating factor in the link between multidimensional perceived value (i.e., functional value, emotional value, and social value) and customer loyalty of private commercial bank customers in Bangladesh. This study employed a quantitative research approach and convenient sampling technique to collect the data, where 367 replies out of 400 samples were valid for final analysis. The data set was tested by utilizing the statistical software packages SPSS and AMOS. The findings demonstrated that perceived value has a considerable positive impact on consumer satisfaction and loyalty. In addition, customer satisfaction not only has a positive impact on customer loyalty, but it also helps explain how mediated partially within perceived value and customer loyalty. The findings of the research will be of great assistance to bank management in developing a long-term sustaining customer-centric marketing strategy. Likewise, it would be a crucial contribution to the literature and would assist academics in carrying out their future research endeavors.

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A2 - Terzi, Hasan

A2 - Bayirli, Mehmet

PB - Springer Nature

ER -

Anis Z, Haque A, Mustofa NFB, Islam MA. Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction. In Ramadani V, Alserhan B, Dana LP, Dana LP, Zeqiri J, Terzi H, Bayirli M, editors, Research on Islamic Business Concepts - Proceedings of the 13th Global Islamic Marketing Conference. Springer Nature. 2023. p. 121-142. (Springer Proceedings in Business and Economics). doi: 10.1007/978-981-99-5118-5_8

Is Customer Perceived Value Impact on Bank Products Loyalty in Bangladesh? Investigate the Intervening Role of Satisfaction

Abstract

Publication series

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this