Dublin Core
Title
Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry
Creator
Osaretin Kayode Omoregie, John Agyekum Addae, Stanley Coffie, George Oppong Appiagyei Ampong, Kwame Simpe Ofori
Description
Purpose
The increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the factors that influence retail banking customers’ loyalty intentions.
Design/methodology/approach
In order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed the partial least squares structural equation modeling (PLS–SEM) using SmartPLS version 3.
Findings
Results from the PLS–SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate image was found to have a significant effect on both satisfaction and trust but not on loyalty. In all, the proposed model accounted for 63.3 …
The increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the factors that influence retail banking customers’ loyalty intentions.
Design/methodology/approach
In order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed the partial least squares structural equation modeling (PLS–SEM) using SmartPLS version 3.
Findings
Results from the PLS–SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate image was found to have a significant effect on both satisfaction and trust but not on loyalty. In all, the proposed model accounted for 63.3 …
Publisher
Emerald Publishing Limited
Date
2019
Source
https://scholar.google.com/citations?view_op=view_citation&hl=en&user=NogL9W0AAAAJ&citation_for_view=NogL9W0AAAAJ:LkGwnXOMwfcC
Language
English