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Interrelationships and consequential effects among technological innovation, service consistency, customer satisfaction and loyalty in banking

International Journal of Finance & Banking Studies

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Field Value
 
Title Interrelationships and consequential effects among technological innovation, service consistency, customer satisfaction and loyalty in banking
 
Creator Obeng, Asare Yaw
Mkhize, Peter L
 
Description The key to long-term success in banking is consistent improvement and delivering of quality product and or value-added service that conform to the expectations of customers. IT-innovative products/services and processes (technological innovation) facilitate these key elements of customer satisfaction and critical factors for retaining valued customers. The objective of this paper is to explore the effects of technological innovation on service consistency and the consequential effects on customer satisfaction and loyalty covering seven universal banks in Ghana. The results of the empirically tested model reveal new/improved product/process functionalities, service consistency and innovative product/process satisfaction contribute significantly to customer loyalty (p < 0.001). Service consistency has a marginal higher impact (β = .373) on customer loyalty than the others. Product/process quality contributes significantly (with β ranging from .345 to .742 and p < 0.001) to each of the above three antecedents than all other items.
 
Publisher SSBFNET
 
Date 2017-04-15
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.ssbfnet.com/ojs/index.php/ijfbs/article/view/27
 
Source International Journal of Finance & Banking Studies (2147-4486); Vol 6 No 3 (2017): April; 51-69
2147-4486
 
Language eng
 
Relation http://www.ssbfnet.com/ojs/index.php/ijfbs/article/view/27/28
 
Rights Copyright (c) 2017 International Journal of Finance & Banking Studies (2147-4486)
http://creativecommons.org/licenses/by-nc/4.0