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The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector

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dc.title The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector en
dc.contributor.author Ngo, Minh Vu
dc.contributor.author Nguyen, Huan Huu
dc.relation.ispartof Journal of Competitiveness
dc.identifier.issn 1804-171X Scopus Sources, Sherpa/RoMEO, JCR
dc.identifier.issn 1804-1728 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2016
utb.relation.volume 8
utb.relation.issue 2
dc.citation.spage 103
dc.citation.epage 116
dc.type article
dc.language.iso en
dc.publisher Tomas Bata University in Zlín
dc.publisher Univerzita Tomáše Bati ve Zlíně (UTB) cs
dc.identifier.doi 10.7441/joc.2016.02.08
dc.relation.uri https://www.cjournal.cz/index.php?hid=clanek&bid=archiv&cid=221&cp=
dc.subject service quality en
dc.subject customer satisfaction en
dc.subject customer loyalty en
dc.subject banking en
dc.subject competitive and mediators en
dc.description.abstract This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA) and the structural equation modelling technique (SME). The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1007082
utb.identifier.rivid RIV/70883521:28120/16:43874864!RIV17-MSM-28120___
utb.identifier.obdid 43875541
utb.identifier.scopus 2-s2.0-85129958763
utb.identifier.wok 000411797900009
utb.source j-orig
dc.date.accessioned 2017-07-25T08:54:55Z
dc.date.available 2017-07-25T08:54:55Z
dc.description.sponsorship Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin [IGA/FaME/2016/020]
dc.rights Attribution 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by/4.0/
dc.rights.access openAccess
utb.contributor.internalauthor Ngo, Minh Vu
utb.fulltext.affiliation Ing. Vu Minh Ngo Tomas Bata University in Zlín Faculty of Management and Economics Mostní 5139, 76001 Zlín, Czech Republic E-mail: ngominhvu@gmail.com Huan Huu Nguyen University of Economics Ho Chi Minh city School of Banking 59c Nguyen Dinh Chieu stret, District 3 Ho Chi Minh city, Vietnam Email: Huannguyen@ueh.edu.vn
utb.fulltext.dates -
utb.fulltext.sponsorship The research for this paper was financially supported by the Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlín, grant No. IGA/FaME/2016/020.
utb.wos.affiliation [Minh, Ngo Vu] Tomas Bata Univ Zlin, Fac Econ & Management, Mostni 5139, Zlin 76001, Czech Republic; [Huu, Nguyen Huan] Univ Econ Ho Chi Minh City, Sch Banking, 59c Nguyen Dinh Chieu St,Dist 3, Ho Chi Minh City, Vietnam
utb.scopus.affiliation Tomas Bata University in Zlín, Faculty of Management and Economics, Mostní 5139, Zlín, 76001, Czech Republic; University of Economics Ho Chi Minh city, School of Banking, 59c Nguyen Dinh Chieu stret, District 3, Ho Chi Minh city, Viet Nam
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Attribution 4.0 International Except where otherwise noted, this item's license is described as Attribution 4.0 International