{"title":"Retail Banking Service Quality and Customer Loyalty: The Role of Trust and Commitment as Mediators","authors":"Ephrem Habtemichael Redda, Marko Van Deventer","doi":"10.32479/irmm.14658","DOIUrl":null,"url":null,"abstract":"This research examines how service quality, trust, commitment, and loyalty are related in retail banking. The study proposes a model that includes trust and commitment as mediating factors between service quality, and bank loyalty. The researchers collected data from 271 participants and used a descriptive design and quantitative approach to analyse the data. The study utilized the PROCESS macro-Version 3.5 to conduct the mediation analysis. The results indicate that service quality in retail banking has a positive impact on customer trust and commitment, which, in turn, predict customer loyalty. The mediation analysis reveals that trust and commitment play a significant role in mediating the relationship between service quality and customer loyalty. Since the direct effect of service quality on loyalty remained significant after the intervention/mediation of trust and commitment in the model, the mediation is interpreted as partial mediation. Findings of the study do provide a marketing guide to banking professionals who design and implement banking solutions in the retail banking environment.","PeriodicalId":30298,"journal":{"name":"International Review of Management and Marketing","volume":"77 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2023-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Review of Management and Marketing","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.32479/irmm.14658","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
This research examines how service quality, trust, commitment, and loyalty are related in retail banking. The study proposes a model that includes trust and commitment as mediating factors between service quality, and bank loyalty. The researchers collected data from 271 participants and used a descriptive design and quantitative approach to analyse the data. The study utilized the PROCESS macro-Version 3.5 to conduct the mediation analysis. The results indicate that service quality in retail banking has a positive impact on customer trust and commitment, which, in turn, predict customer loyalty. The mediation analysis reveals that trust and commitment play a significant role in mediating the relationship between service quality and customer loyalty. Since the direct effect of service quality on loyalty remained significant after the intervention/mediation of trust and commitment in the model, the mediation is interpreted as partial mediation. Findings of the study do provide a marketing guide to banking professionals who design and implement banking solutions in the retail banking environment.
期刊介绍:
International Review of Management and Marketing (IRMM) is the international academic journal, and is a double-blind, peer-reviewed academic journal publishing high quality conceptual and measure development articles in the areas of management, marketing, business and related disciplines.