Investigating the Effect of Perceived Service Quality on Customer Loyalty Mediated by Customer Satisfaction and Corporate Image with Regard to the Role of Moderating the switching costs (Case Study: Sina Bank Branches in Mashhad)
Subject Areas : Strategic Management ResearchesAhmad Tavakoli 1 , azar kafashpour 2 , Hossein Nikoo 3
1 - Ferdowsi University of Mashhad
2 - دانشیار مدیریت استراتژیک، دانشکده علوم اداری و اقتصاد، دانشگاه فردوسی مشهد
3 - Ferdowsi University of Mashhad
Keywords: Customer Satisfaction, customer loyalty, Perceived Service Quality, Corporate Image, Switching Costs,
Abstract :
The purpose of this paper is to investigate the effects of variables, perceived service quality, corporate image and customer satisfaction on customer loyalty With Regard to the Role of Moderating the switching costs. This study is applicable and descriptive analytic survey. The population of this survey is Sina bank branches in Mashhad and a sample size of 285 persons was determined with regard to the structural equation modeling. Questionnaires were sent to 350 customers but only 295 of them were usable. Structural equation modeling, SPSS.v22 and AMOS.v22 software are used to data analysis. Findings revealed, only the assumption that was the role of moderator of these switching costs in the relationship between corporate image and customer loyalty rejected but other assumptions were confirmed. The most important factor is customer satisfaction (coefficient of 0.38) and the effect of corporate image and customer satisfaction on customer loyalty is positive and significant. In addition, the role of intermediary company image and customer satisfaction were examined so that the results confirmed the role of mediating of these variables.
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