An integrated model of price, service quality, satisfaction and loyalty: An empirical research in the banking sector of bosnia and herzegovina;Integrirani model cijene, kvaliteta usluga, zadovoljstva i lojalnosti: Empirijsko istraživanje u bankarskom sektoru bosne i hercegovine

Ekonomska Istrazivanja

Volumn 23, Issue 4, 2010, Pages 142-161

  Činjarević, Merima ^a   Tatić, Kasim ^a   Avdić, Armin ^a  

^a School of Economics and Business in Sarajevo   (Bosnia and Herzegovina)

Author keywords

Customer loyalty; Customer satisfaction; Price; Retail banking; Service quality

Indexed keywords

BANKING; CONSUMPTION BEHAVIOR; EMPIRICAL ANALYSIS; NUMERICAL MODEL; PRICE DYNAMICS; SUSTAINABILITY;

BOSNIA AND HERZEGOVINA;

EID: 79953288176     PISSN: 1331677X     EISSN: None     Source Type: Journal    
DOI: 10.1080/1331677X.2010.11517439     Document Type: Review

References (42)

1. Anderson, E. W. and Sullivan, M. W. (1993), "The antecedents and consequences of customer satisfaction for firms", Marketing Science, 12(2): 125-143.
2. Arasli H., Mehtap-Smadi S., and Katircioglu S. T. (2005), "Customer Service Quality in the Greek Cypriot Banking Industry". Managing Service Quality. 15(1): 41-576.
3. Babakus, E. and Mangold, G. (1992), "Adapting the SERVQUAL scale to hospital services: an empirical investigation", Health Services Research, 26(6): 767-85.
4. Beatty, S.E. and Kahle, R.L. (1988), "Alternative hierarchies of attitudes-behavior relationship: the impact of brand commitment", Journal of Academy of Marketing Science, 16 (2): 1-10.
5. Bennett, R., Hartel, C.E.J. and McColl-Kennedy, J.R. (2005), "Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting", Industrial Marketing Management, 34(1): 97-107.
6. Bitner, M.J., Booms, B. H. and Tetreault, M. S. (1990), "The service encounter: diagnosing favorable and unfavorable", Journal of Marketing, 54(1): 71-84.
7. Bloemer, J. (1998), "Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction", International Journal of Bank Marketing, 16(7): 276-286.
8. Bolton, N. R. and Drew, H. J. (1991), "A multistage model of customers' assessments of service quality and value", Journal of Consumer Research, 17(4):375-384.
9. Brkić, N. and Šahinagić, Dž. (2003), "Exploring the market orientation in banking industry: A transitional economy case of Bosnia and Herzegovina", International Conference "From transition to development: globalisation and the political economy and development in transition economies", Sarajevo, October 10-13, Proceeding, pp. 705-717.
10. Campbell, C. M. (1999), "Perceptions of price unfairness: antecedents and consequences", Journal of Marketing Research, 3(2): 187-199.
11. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, 66 (1): 33-55.
12. Cui, C.C., Lewis, B.R. and Park, W. (2003), "Service quality measurement in the banking sector in South Korea", International Journal of Bank Marketing, 21 (4/5)191-201.
13. Ehigie, B. O. (2006), "Correlates of customer loyalty to their bank: a case study in Nigeria", International Journal of Bank Marketing, 24(7): 494-508.
14. Fornell, C., Johnson, D. M., Anderson, W. E., Cha, J. amd Everitt B. B. (1996), "The American customer satisfaction index: nature, purpose and findings", Journal of Marketing 60(4): 7-18.
15. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1999), Multivariate Analysis, Prentice-Hall, New York, NY.
16. Johnston R. (1995), "The determinants of service quality: satisfiers and dissatisfiers", International Journal of Service Industry Management, 18(5): 53-71.
17. Johnston, R. (1997), "Identifying the critical determinants of service quality in retail banking: importance and effect", International Journal of Bank Marketing, 15(4): 111-116.
18. Keaveney, M. S. (1995), "Customer switching behavior in service industries: an exploratory study", Journal of Marketing, 59 (2): 71-82.
19. Kline, R. B. (1998), Principles and Practice of Structural Equation Modeling, The Guilford Press, New York, NY.
20. Lassar, W. M., Manolis, C. and Winsor, R. D. (2000), "Service quality perspectives and satisfaction in private banking", International Journal of Bank Marketing, 18(4): 181-199.
21. Matzler, K., Würtel, A. and Renzl, B. (2006), "Dimensions of price satisfaction: a study in retail banking industry", International Journal of Bank Marketing, 24(4): 216-23.
22. Matzler, K., Renzl, B. and Faullant, R. (2007), "Dimensions of price satisfaction: a replication and extension", International Journal of Bank Marketing, 25(6): 394-405.
23. Mittal B. and Lassar M.W. (1998), "Why customers switch? The dynamics of satisfaction versus loyalty", Journal of Services Marketing, 12(3): 177-194.
24. Mittal, V., and Kamakura; W. A. (2001) "Satisfaction and repurchase behavior: The moderating influence of customer and market characteristics," Journal of Marketing Research 38 (1): 131-42.
25. Nagle, T. T. and Holden, K. R. (2002), The Strategy and Tactics of Pricing, 3th ed., Pearson Education, Upper Sadlle River, New Jersey.
26. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction judgments", Journal of Marketing Research, 17(4): 460-469.
27. Oliver, R. L. (1997), Customer Satisfaction. A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
28. Oliver, R. L. (1999), "Whence consumer loyalty?", Journal of Marketing, 63(special issue): 33-44.
29. Parasuraman, A., Zeithaml, V. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, 49(4): 41-50.
30. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multipleitem scale for measuring consumer perceptions of service quality", Journal of Retailing, 64(1): 12-40.
31. Pepur, M. (2006), "Service quality in banking sector: concept and measurement", Market, 18(1/2): 53-66.
32. Pisnik Korda, A. and Snoj, B. (2010), "Development, validity and reliability of perceived service quality in retail banking and its relationship with perceived value and customer satisfaction, Managing Global Transition, 8(2): 187-205.
33. Raajpoot, N. (2004), "Reconceptualizing service encounter quality in non-western context'', Journal of Service Research, 7 (2): 181-201.
34. Reichheld, F. F. and Sasser, W. E. Jr (1990), "Zero defections comes to services", Harvard Business Review, 68(5): 105-111.
35. Srivastava, R. K., Shervani, T. A., & Fahey, L. (1999), "Marketing, business processes and shareholder value: an organizationally embedded view of marketing activities", Journal of Marketing, 63(special issue): 168-179
36. Taylor, S. A. and Baker, T. L. (1994), "An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions", Journal of Retailing, 70(2): 163-78.
37. Varki, S. and Colgate, M. (2001), "The role of price perceptions in an integrated model of behavioral intentions'', Journal of Services Research, 3(2): 232-240.
38. Xia, L., Monroe, K. B. and Cox, L. J. (2004), "The price is unfair! A conceptual framework of price fairness perceptions'', Journal of Marketing, 60(4): 1-15.
39. Wong, A. and Sohal, A. (2003), "Service quality and customer loyalty perspectives on two levels of retail relationships", Journal of Services Marketing, 17(5): 495-513.
40. Yoo, B., Donthu, N. and Lee, S. (2000), "An examination of selected marketing mix elements and brand equity", Journal of the Academy of Marketing Science, 28 (2): 195-211.
41. Zeithaml, V. A. (1988), "Consumer perceptions of price, quality and value: A meansend model and synthesis of evidence'', Journal of Marketing, 52 (2): 2-22.
42. Zillur, R. (2004), "Developing customer oriented service: a case study'', Managing Service Quality, 14(5): 426-435.