Investigating the relationship between trust and perceived risk with customer loyalty of Khorram Abad meli Bank

This research was conducted with the aim of investigating the relationshipbetween trust and perceived risk with the loyalty of customers of NationalBank of Khorramabad in ۱۴۰۳. The research method was descriptive andcorrelational. The surveyed community is the customers of National Bankof Khorram Abad who also use banking services. Due to the unlimited sizeof the sample, ۳۸۴ people were determined according to the table of Karjesiand Morgan, who were selected by simple random sampling method. ۱۱۲men and ۲۷۲ women participated in this survey in ۱۴۰۳. The data collectiontool was the standard questionnaires of Zhao and et al. (۲۰۱۰), Chang et al.(۲۰۱۰) and Oliver (۱۹۹۷). To analyze the data, Kolmogorov smear test,Pearson correlation test, stepwise regression analysis by SPSS statisticalsoftware were used. The results showed that there is a positive andsignificant correlation between trust and perceived risk with the loyalty ofcustomers of National Bank of Khorramabad. Among the dimensions oftrust and perceived risk, the dimension of perceived risk has the ability topredict customer loyalty and about ۷۳% of the variance of loyalty. Itexplains customers in the meli Bank of Khorramabad. (۱۲ pt).

کلیدواژه ها:

Trust ، perceived risk ، loyalty