The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah

Financial sector has become more internationalised because of global economic integration, new technology development and liberalisation of financial sector. In Malaysia context, entry of new competitors has increase the competitiveness in the banking industry. Even though government has limit and c...

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Main Author:	Teo, Poh Kiong
Format:	Thesis
Language:	English
Published:	2013
Subjects:	HF Commerce
Online Access:	https://eprints.ums.edu.my/id/eprint/8717/1/mt0000000292.pdf
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id	my-ums-ep.8717
record_format	uketd_dc
spelling	my-ums-ep.87172017-10-12T03:11:57Z The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah 2013 Teo, Poh Kiong HF Commerce Financial sector has become more internationalised because of global economic integration, new technology development and liberalisation of financial sector. In Malaysia context, entry of new competitors has increase the competitiveness in the banking industry. Even though government has limit and control on the entry of foreign bank and restriction on opening of more branches but the entry of new foreign banks still increase in this decade. Therefore, it is important for bank to understand the consumer behaviour and enhance the marketing strategy in order to retain and maintain long-term relationship with customers and to obtain the clientele loyal to the bank as customer loyalty is considered as the foundation of competitive advantage and has strong influences on company's performance and organization profitability. The main objective of this thesis is to examine the effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction towards the foreign banks in Kota Kinabalu Sabah. A total of 239 of foreign bank customers were surveyed. Perceived value, trust and customer satisfaction were found significant influenced the customer loyalty. At the same time, customer satisfaction was found has full mediation effect on the relationship between perceived value and customer loyalty where partial mediation effect on relationship between trust and customer loyalty. This study provides both theoretical and managerial implications. It has contributed to the literature review on the variables employed and provides empirical evidence supporting the relationship between all variables. Furthermore, it also proves an important justification for implementation of customer relationship management and customer loyalty program. In future studies, it would be interesting to include more variables included both attitudinal and behavioural dimensions to represent the entire relationship on customer loyalty in banking industry. 2013 Thesis https://eprints.ums.edu.my/id/eprint/8717/ https://eprints.ums.edu.my/id/eprint/8717/1/mt0000000292.pdf text en public masters Universiti Malaysia Sabah School of Social Science
institution	Universiti Malaysia Sabah
collection	UMS Institutional Repository
language	English
topic	HF Commerce
spellingShingle	HF Commerce Teo, Poh Kiong The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah
description	Financial sector has become more internationalised because of global economic integration, new technology development and liberalisation of financial sector. In Malaysia context, entry of new competitors has increase the competitiveness in the banking industry. Even though government has limit and control on the entry of foreign bank and restriction on opening of more branches but the entry of new foreign banks still increase in this decade. Therefore, it is important for bank to understand the consumer behaviour and enhance the marketing strategy in order to retain and maintain long-term relationship with customers and to obtain the clientele loyal to the bank as customer loyalty is considered as the foundation of competitive advantage and has strong influences on company's performance and organization profitability. The main objective of this thesis is to examine the effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction towards the foreign banks in Kota Kinabalu Sabah. A total of 239 of foreign bank customers were surveyed. Perceived value, trust and customer satisfaction were found significant influenced the customer loyalty. At the same time, customer satisfaction was found has full mediation effect on the relationship between perceived value and customer loyalty where partial mediation effect on relationship between trust and customer loyalty. This study provides both theoretical and managerial implications. It has contributed to the literature review on the variables employed and provides empirical evidence supporting the relationship between all variables. Furthermore, it also proves an important justification for implementation of customer relationship management and customer loyalty program. In future studies, it would be interesting to include more variables included both attitudinal and behavioural dimensions to represent the entire relationship on customer loyalty in banking industry.
format	Thesis
qualification_level	Master's degree
author	Teo, Poh Kiong
author_facet	Teo, Poh Kiong
author_sort	Teo, Poh Kiong
title	The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah
title_short	The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah
title_full	The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah
title_fullStr	The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah
title_full_unstemmed	The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah
title_sort	effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: a study of foreign banks in kota kinabalu sabah
granting_institution	Universiti Malaysia Sabah
granting_department	School of Social Science
publishDate	2013
url	https://eprints.ums.edu.my/id/eprint/8717/1/mt0000000292.pdf
_version_	1747836330848550912

The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah

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