Skip to Main content Skip to Navigation
Conference papers

Best price, best quality or good values? Determinants of loyalty toward co-operative banking

Abstract : In Europe in 2012, co-operative banks totalled 100 million clients (a third of banking customers) and 4 000 local banks, which accounted for half of the amount of credit establishments. Our model questions the importance of two main concepts – perceived performance and perceived Corporate Social Responsibility – on loyalty intents, through the mediating role of relationship quality. A confirmatory study using structural modeling equations was conducted on 498 clients (members and nonmembers) of a co-operative bank. Results indicate that members’ loyalty intents are much more explained by service and price performance. They also indicate that relationship quality is more crucial as a mediating variable to determine the loyalty intents of members than it is for non-members.
Document type :
Conference papers
Complete list of metadata

https://halshs.archives-ouvertes.fr/halshs-01128773
Contributor : Sonia Capelli Connect in order to contact the contributor
Submitted on : Tuesday, March 10, 2015 - 1:14:32 PM
Last modification on : Monday, February 10, 2020 - 12:17:10 PM

Identifiers

  • HAL Id : halshs-01128773, version 1

Collections

Citation

Charlotte Lecuyer, Mathieu Béal, Sonia Capelli, William Sabadie. Best price, best quality or good values? Determinants of loyalty toward co-operative banking. 44th conference of European Marketing Academy, May 2015, Leuven, Belgium. ⟨halshs-01128773⟩

Share

Metrics

Record views

170