Mindfulness and banking customers’ quality of life

Q1 Business, Management and Accounting
B. Burhanudin
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引用次数: 0

Abstract

Purpose Quality of life is a concern of banking customers, but it has received little attention in studies conducted within the banking context. This study aims to investigate the influence of mindfulness on customers’ quality of life and the mediating role of service value, satisfaction and loyalty to the company in this relationship. Design/methodology/approach Three hundred banking customers participated in the survey. In this study, partial least square structural equation modeling (PLS-SEM) was used to test the relationship between the variables. Then, complementary methods were used to assess the robustness of the PLS-SEM results. Findings In this study, it was found that mindfulness directly influences service value, satisfaction and quality of life. Service value was also found to directly influence satisfaction. Satisfaction directly influences loyalty to the company. In addition, loyalty to the company, but not satisfaction, directly influences quality of life. However, this study did not find any evidence that service value, satisfaction and loyalty to the company mediate the influence of mindfulness on quality of life. Practical implications Banking marketing managers need to ensure that their customers have an impressive moment-to-moment experience with the services provided to support improving their quality of life. Originality/value The findings help to advance the understanding of how banks can improve their customers’ quality of life while maintaining the well-being of other stakeholders.
正念与银行客户的生活质量
生活质量是银行客户关心的问题,但在银行业背景下进行的研究中很少受到关注。本研究旨在探讨正念对顾客生活品质的影响,以及服务价值、满意度和公司忠诚度在此关系中的中介作用。设计/方法/方法300名银行客户参与了调查。本研究采用偏最小二乘结构方程模型(PLS-SEM)检验各变量之间的关系。然后,采用互补方法评估PLS-SEM结果的稳健性。本研究发现,正念直接影响服务价值、满意度和生活品质。服务价值也直接影响满意度。满意度直接影响对公司的忠诚度。此外,对公司的忠诚度,而不是满意度,直接影响生活质量。然而,本研究并未发现服务价值、满意度和对公司的忠诚度在正念对生活质量的影响中起到中介作用。实际意义银行营销经理需要确保他们的客户对所提供的服务有一个令人印象深刻的即时体验,以支持提高他们的生活质量。独创性/价值这些发现有助于加深对银行如何在提高客户生活质量的同时保持其他利益相关者的福祉的理解。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Spanish Journal of Marketing - ESIC
Spanish Journal of Marketing - ESIC Business, Management and Accounting-Marketing
CiteScore
9.10
自引率
0.00%
发文量
21
审稿时长
12 weeks
期刊介绍: Expected manuscript profile: SJM-ESIC is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJM-ESIC welcomes a wide array of original contributions (quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc.), as well as research that cross the frontiers between marketing and other related areas. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market. Agenda for Future Research: Considering the interest of the SJM-ESIC for unique and novel contributions on the frontier of knowledge, this section aims to create a space for critical reflection of new directions in which future specialized research in the marketing field should advance. The Agenda for Future Research section welcomes contributions outlining emerging opportunities in the marketing discipline derived, for example, from changes in consumers'' behaviour. New challenges in this evolving field might be also addressed. In sum, this section aims to propose new research avenues for marketing academics in order to inspire future research agendas. Leading researchers in the marketing discipline, either alone or in collaboration, are highly encouraged to contribute to this Agenda for Future Research section. Due to the particularities of this type of contributions, no restrictions on manuscript structure apply.
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