A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer (Record no. 53223)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01802nam a2200229 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20191213152743.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 191213b ||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Kant, Rishi |
| 9 (RLIN) | 35370 |
| 245 ## - TITLE STATEMENT | |
| Title | A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1248-1266 p. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | The present article proposes and tests an integrative model to examine the relationships among service quality (SQ), perceived value (PV), customer satisfaction (CS), corporate image (IMG) and customer loyalty (CL) in Indian retail banking context. The model is tested on the basis of data collected from 545 customers of Indian public sector banks (PSBs) using structural equation modeling (SEM) through path analysis. The finding exhibits that the present research model strongly predicts direct and/or indirect relationship of all constructs with CL phenomenon. However, the construct of PV was found to be insignificantly related to IMG in this integrative model. Moreover, the results also reveal that SQ exerts a strong influence on CS and CL; therefore, SQ is found as the most dominant construct in the model. The results of the model validate that SQ, PV, CS and IMG are the key antecedents of CL. Thus, integrative model of CL emerges as an ‘outcome’ in Indian context with special reference to selected PSBs. |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Service quality, |
| Uncontrolled term | perceived value, |
| Uncontrolled term | customer satisfaction |
| Uncontrolled term | customer loyalty |
| Uncontrolled term | corporate image |
| -- | structural equation modeling (SEM) |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Jaiswal, Deepak |
| 9 (RLIN) | 35371 |
| Personal name | Mishra, Suyash |
| 9 (RLIN) | 35372 |
| 773 0# - HOST ITEM ENTRY | |
| Host Biblionumber | 29349 |
| Host Itemnumber | 77622 |
| Main entry heading | BANIK, ARINDAM |
| Place, publisher, and date of publication | NEW DELHI SAGE PUBLISHING PVT. LTD. |
| Other item identifier | 55511230 |
| Title | GLOBAL BUSINESS REVIEW |
| International Standard Serial Number | 0972-1509 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Journal Article |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Date acquired | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Main Library | Main Library | 13/12/2019 | Vol 20, No 5/ 55511230JA0 | 55511230JA9 | 13/12/2019 | 13/12/2019 |