The Impact of Co-Production on Customer Loyalty in Banking Services: A Case of Saman Bank
- سال انتشار: 1392
- محل انتشار: مجله ایرانی مطالعات مدیریت، دوره: 6، شماره: 2
- کد COI اختصاصی: JR_JIJMS-6-2_005
- زبان مقاله: انگلیسی
- تعداد مشاهده: 156
نویسندگان
Associate Professor, Department of Management, Economy and Accounting ,Tehran Payame Noor University, Tehran, Iran
MSC of Business Management, Department of Management, Economy and Accounting ,Tehran Payame Noor University, Tehran, Iran
چکیده
This study investigates the effect of co-production on customer loyalty (attitudinal and behavioral separately) and factors which may boost co-production in an Iranian bank. To investigate co-production in banking services, the proposed model of Auh et al. (۲۰۰۷) was applied. Given the fact that many banks try to get the status of their main customers, co-production was examined due to its potential to create value for customers and make them more loyal, therefore, it encourages them to extend business with those banks. The results of their search have been achieved thorough ۴۱۵ bank customers, and structural equation modeling (SEM) method was used to analyze the data. The results indicate that co-production positively influences attitudinal loyalty (p< ۰.۰۱) while not behavioral loyalty, and the higher degree of communication (p< ۰.۰۵), client expertise, affective commitment, and interactional justice (p< ۰.۰۱) increase the level of co-production. Among these factors, affective commitment has the greatest effect on co-production. Finally, the results suggest that bank managers should consider co-production as a means to make customers more loyal in the current competitive market.کلیدواژه ها
Co-production, Customer Loyalty, Value creation, Banking servicesاطلاعات بیشتر در مورد COI
COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.
کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.