La mediación de la satisfacción del cliente en la relación entre el valor percibido por el cliente y la lealtad en el sector bancario de Pakistán, utilizando el enfoque de modelado de ecuaciones estructurales de 2 etapas.

Muhammad Imran Khan; Muhammad Tahir Jan; Qaiser Aman; Muhammad Shahid Faqir; Rafaqet Ali.

Muhammad Imran Khan Department of Management Sciences COMSATS University Islamabad, Vehari Campus, Pakistan.
Muhammad Tahir Jan Kulliyyah of Economics and Management Sciences, IIUM, Malaysia
Qaiser Aman College of Business King Abdul Aziz University Jeddah, Saudia Arabia.
Muhammad Shahid Faqir MCB
Rafaqet Ali. Department of Management Sciences COMSATS University Islamabad, Vehari Campus, Pakistan.

Keywords: perceived customer value, customer satisfaction, customer loyalty, structural equation modelling, Pakistan

Abstract

The aim of the paper is to investigate the role of customer satisfaction as a mediator among perceived value and loyalty in four leading banks of Punjab, Pakistan. The study in nature is descriptive quantitative. The collected data went through exhaustive process of analyses, where reliability tests were conducts followed by factor analysis and finally a two-stage structural equation modelling. The results reveal reasonably high reliability, six-factor structure during exploratory factor analysis, and acceptable fit during confirmatory factor analysis and full-fledge structural modelling.

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The mediation of customer satisfaction in the relationship between customer perceived value and loyalty in the banking sector of Pakistan using 2-Stage Structure Equation Modelling Approach.

Abstract

References