The mediating role of corporate image on customers’ retention decisions: an investigation in financial services
Abstract
Abstract A conceptual framework is proposed that investigates the effects of customer satisfaction, service quality, and value on perceptions of corporate image and customer loyalty towards the service firm. To test the framework, structural equation modelling techniques are applied to data collected from 1,224 customers in the banking services industry. The results of the study indicate that satisfaction and service quality are positively related to value and that quality exerts a stronger influence on value than satisfaction. The findings also show that customers receiving higher levels of service quality will form a favourable image of the banking institution. In addition, value is found to positively impact on image, suggesting that the banking institution should have a strong image when customers believe they are getting high value. Similarly, customer satisfaction and image perceptions are found to impact on service loyalty with satisfaction having a greater influence on loyalty than image. The managerial and research implications of the reported study are discussed.
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Customers' perceptions about bank image and reputation influenced loyalty, while satisfaction affected loyalty more than perception of bank's image.
“Customers’ perceptions about bank image and reputation influenced loyalty, while satisfaction affected loyalty more than perception of bank’s image.”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Nguyen and LeBlanc (1998)
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Invisible value formation: a netnography in retail banking
Medberg, G., & Heinonen, K. (2014) · International Journal of Bank Marketing · doi:10.1108/ijbm-03-2014-0041 · Cited by 83 · see citing works
Rahman, M. S., Khan, A. H., & Haque, M. M. (2012) · Asian Social Science · doi:10.5539/ass.v8n13p201 · Cited by 82 · see citing works
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Ageeva, E., Melewar, T. C., Foroudi, P., Dennis, C., & Jin, Z. (2018) · Journal of Business Research · doi:10.1016/j.jbusres.2018.01.036 · Cited by 81 · see citing works
Diversity Identity Management: An Organizational Perspective
Cole, B., & Salimath, M. S. (2012) · Journal of Business Ethics · doi:10.1007/s10551-012-1466-4 · Cited by 78 · see citing works
A survey on machine learning methods for churn prediction
Geiler, L., Affeldt, S., & Nadif, M. (2022) · International Journal of Data Science and Analytics · doi:10.1007/s41060-022-00312-5 · Cited by 82 · see citing works
Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry
Ladhari, R. (2009) · Journal of Financial Services Marketing · doi:10.1057/fsm.2009.2 · Cited by 75 · see citing works
Understanding Chinese university students' experiences: an empirical analysis
Clemes, M. D., Cohen, D. A., & Wang, Y. (2013) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-07-2012-0068 · Cited by 74 · see citing works
Wu, H., & Ai, C.-H. (2015) · Tourism and Hospitality Research · doi:10.1177/1467358415610375 · Cited by 72 · see citing works
Customer satisfaction : a study of bank customer retention in New Zealand
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Factors that affect consumers' cross-buying intention: A model for financial services
Soureli, M., Lewis, B. R., & Karantinou, K. M. (2008) · Journal of Financial Services Marketing · doi:10.1057/fsm.2008.1 · Cited by 66 · see citing works
Customer Loyalty Development: The Role Of Switching Costs
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Customer retention measurement in the UAE banking sector
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Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province
Ramli, A. H. (2019) · Business and Entrepreneurial Review (BER) · doi:10.25105/ber.v16i2.5088 · Cited by 62 · see citing works
Rethinking the bottom of the pyramid: Towards a new marketing mix
Purohit, S., Paul, J., & Mishra, R. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102275 · Cited by 61 · see citing works
Students Satisfaction towards the University: Does Service Quality Matters?
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Mobile communications: a comprehensive hierarchical modelling approach
Clemes, M. D., Shu, X., & Gan, C. E. C. (2013) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-04-2013-0040 · Cited by 60 · see citing works
Yu, W., & Ramanathan, R. (2012) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2012.711250 · Cited by 57 · see citing works
A comprehensive hierarchical model of retail banking
Bakar, J. A., Clemes, M. D., & Bicknell, K. (2017) · International Journal of Bank Marketing · doi:10.1108/ijbm-03-2016-0041 · Cited by 60 · see citing works
Alshebami, A. S. (2021) · Journal of Banking Regulation · doi:10.1057/s41261-021-00150-8 · Cited by 56 · see citing works
Organizational Citizenship Behaviour, Hospital Corporate Image and Performance
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Relationship marketing and the management of corporate image in the bank‐SME relationship
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Rethinking perceived service quality: An alternative to hierarchical and multidimensional models
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Does relationship communication matter in B2C service relationships?
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Influence of Corporate Image on Brand Extensions: A Model Applied to the Service Sector
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Customer switching behaviour in Greek banking services using survival analysis
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Authenticity as a corporate social responsibility platform for building customer loyalty
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Explaining customer churn prediction in telecom industry using tabular machine learning models
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A Survey of Customer Retention in the New Zealand Banking Industry
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AN EMPIRICAL STUDY OF BEHAVIOURAL INTENTIONS IN THE TAIWAN HOTEL INDUSTRY
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Consumers’ evaluation of brand portfolios
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The Role of Sustainability in Brand Equity Value in the Financial Sector
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The Role of Corporate Image for Quality in the Formation of Attitudinal Service Loyalty
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Effective Customer Relationship Management of Health Care: A Study of Hospitals in Thailand
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Relative Contributions of Product Quality and Service Quality in the Automobile Industry
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- Authors
- Nguyen, N., & LeBlanc, G.
- Affiliations
- Université de Moncton (CA)
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 1998-04
- Volume
- 16
- Issue
- 2
- Pages
- 52-65
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W1992706455
- Cited by
- 369
- References
- 67
- Citations by year
- 2026: 6 · 2025: 2 · 2024: 9 · 2023: 13 · 2022: 17 · 2021: 23 · 2020: 20 · 2019: 21 · 2018: 15 · 2017: 18 · 2016: 20 · 2015: 22 · 2014: 26 · 2013: 28 · 2012: 22
- FWCI
- 1.70
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Bank Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Identity and Reputation
- Keywords
- corporate image, customer retention, customer satisfaction, service quality, perceived value, customer loyalty, banking services, mediating effect, financial services
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