Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction
Abstract
This article investigates how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of construct dimensions. At the global level the results of a large‐scale empirical study reveal that image is indirectly related to bank loyalty via perceived quality. In turn, service quality is both directly and indirectly related to bank loyalty via satisfaction. The latter has a direct effect on bank loyalty. At the level of the dimensions underlying aforementioned constructs, it becomes clear that reliability (a quality dimension) and position in the market (an image dimension) are relatively important drivers of retail bank loyalty.
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In the banking industry, the relationship between image and loyalty is indirect and mediated by service quality.
“Bloemer et al. (1998) carried their study in banking industry and reported an indirect relationship between the above mentioned constructs which is mediated by service quality.”
From The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013) · cites this paper as Bloemer et al. (1998)
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- Authors
- Bloemer, J., de Ruyter, K., & Peeters, P.
- Affiliations
- Transnational University Limburg (BE)
- Maastricht University (NL)
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 1998-12-01
- Volume
- 16
- Issue
- 7
- Pages
- 276-286
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W2059284263
- Cited by
- 804
- References
- 45
- Citations by year
- 2026: 11 · 2025: 11 · 2024: 11 · 2023: 28 · 2022: 27 · 2021: 32 · 2020: 38 · 2019: 40 · 2018: 53 · 2017: 46 · 2016: 48 · 2015: 61 · 2014: 67 · 2013: 64 · 2012: 51
- FWCI
- 3.39
- 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 › Accounting › Banking Sector Performance and Management
- Keywords
- bank loyalty, retail banking, bank image, perceived service quality, customer satisfaction, reliability, market position, customer retention
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