Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients

Banks are characterized by the relationship between their staff and customers. Since all banks present similar products these organizations must present a outstanding service or product in order to maintain their customers and to get new ones. Considering these facts this paper seeks to analyse the...

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Autores: Matumoto, Mayara Saemi, Mergulhão, Ricardo Coser, Favoretto, Camila, Figueiredo, Rute Aparecida, Martins, Tailise Mascarenhas, Pereira, Julio Cesar
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2019
País:Brasil
Institución:Centro Universitário de Belo Horizonte (UNIBH)
Repositorio:Revista e-xacta
Idioma:portugués
OAI Identifier:oai:ojs.periodicos.uninove.br:article/8211
Acceso en línea:https://periodicos.uninove.br/exacta/article/view/8211
Access Level:acceso abierto
Palabra clave:Quality in services
Corporative image
Perceived value
Satisfaction
Loyalty.
Qualidade em serviços
Imagem corporativa
Valor percebido
Satisfação
Lealdade.
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network_acronym_str BR
network_name_str Brasil
repository_id_str
dc.title.none.fl_str_mv Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
Análise do relacionamento entre qualidade em serviços, imagem, valor, satisfação e lealdade em clientes universitários de bancos
title Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
spellingShingle Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
Matumoto, Mayara Saemi
Quality in services
Corporative image
Perceived value
Satisfaction
Loyalty.
Qualidade em serviços
Imagem corporativa
Valor percebido
Satisfação
Lealdade.
title_short Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
title_full Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
title_fullStr Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
title_full_unstemmed Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
title_sort Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clients
dc.creator.none.fl_str_mv Matumoto, Mayara Saemi
Mergulhão, Ricardo Coser
Favoretto, Camila
Figueiredo, Rute Aparecida
Martins, Tailise Mascarenhas
Pereira, Julio Cesar
author Matumoto, Mayara Saemi
author_facet Matumoto, Mayara Saemi
Mergulhão, Ricardo Coser
Favoretto, Camila
Figueiredo, Rute Aparecida
Martins, Tailise Mascarenhas
Pereira, Julio Cesar
author_role author
author2 Mergulhão, Ricardo Coser
Favoretto, Camila
Figueiredo, Rute Aparecida
Martins, Tailise Mascarenhas
Pereira, Julio Cesar
author2_role author
author
author
author
author
dc.subject.por.fl_str_mv Quality in services
Corporative image
Perceived value
Satisfaction
Loyalty.
Qualidade em serviços
Imagem corporativa
Valor percebido
Satisfação
Lealdade.
topic Quality in services
Corporative image
Perceived value
Satisfaction
Loyalty.
Qualidade em serviços
Imagem corporativa
Valor percebido
Satisfação
Lealdade.
description Banks are characterized by the relationship between their staff and customers. Since all banks present similar products these organizations must present a outstanding service or product in order to maintain their customers and to get new ones. Considering these facts this paper seeks to analyse the interrelationship among the quality factors of service: perceived value, corporate image, customer satisfaction and loyalty in a banking context. To obtain the data, a survey using questionnaire was carried out among undergraduate students at the Federal University of São Carlos - Sorocaba campus. The data was analysed using simple and multiple linear regression techniques. The results showed that the quality of services and the corporate image positively affect the perceived value, explaining 61% of its variation. Quality in services, corporate image and perceived value positively affect satisfaction, explaining 65% of its variation. The quality of services positively affects the corporate image, explaining 56% of its variation. Satisfaction and corporate image positively affect loyalty, explaining 65% of its variation, on the other hand perceived value and quality in services indirectly affects loyalty too, therefore the last two variables cannot be neglected. By means of these results it is possible to assist banks in obtaining insights, allowing the elaboration of strategic actions in order to make it possible to implement improvements in their services in a more assertive and efficient way.
publishDate 2019
dc.date.none.fl_str_mv 2019-05-24
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.uninove.br/exacta/article/view/8211
10.5585/exactaep.v17n2.8211
url https://periodicos.uninove.br/exacta/article/view/8211
identifier_str_mv 10.5585/exactaep.v17n2.8211
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.uninove.br/exacta/article/view/8211/6763
dc.rights.driver.fl_str_mv Copyright (c) 2019 Exacta
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2019 Exacta
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Nove de Julho - UNINOVE
publisher.none.fl_str_mv Universidade Nove de Julho - UNINOVE
dc.source.none.fl_str_mv Exacta; v. 17 n. 2 (2019): (abr./jun.); 47-59
1983-9308
1678-5428
reponame:Revista e-xacta
instname:Centro Universitário de Belo Horizonte (UNIBH)
instacron:UNIBH
instname_str Centro Universitário de Belo Horizonte (UNIBH)
instacron_str UNIBH
institution UNIBH
reponame_str Revista e-xacta
collection Revista e-xacta
repository.name.fl_str_mv Revista e-xacta - Centro Universitário de Belo Horizonte (UNIBH)
repository.mail.fl_str_mv exacta@unibh.br||periodicosdeminas@gmail.com
_version_ 1853674781413474304
spelling Analysis of the relationship among service quality, image, value, satisfaction and loyalty under the view of university students bank clientsAnálise do relacionamento entre qualidade em serviços, imagem, valor, satisfação e lealdade em clientes universitários de bancosQuality in servicesCorporative imagePerceived valueSatisfactionLoyalty.Qualidade em serviçosImagem corporativaValor percebidoSatisfaçãoLealdade.Banks are characterized by the relationship between their staff and customers. Since all banks present similar products these organizations must present a outstanding service or product in order to maintain their customers and to get new ones. Considering these facts this paper seeks to analyse the interrelationship among the quality factors of service: perceived value, corporate image, customer satisfaction and loyalty in a banking context. To obtain the data, a survey using questionnaire was carried out among undergraduate students at the Federal University of São Carlos - Sorocaba campus. The data was analysed using simple and multiple linear regression techniques. The results showed that the quality of services and the corporate image positively affect the perceived value, explaining 61% of its variation. Quality in services, corporate image and perceived value positively affect satisfaction, explaining 65% of its variation. The quality of services positively affects the corporate image, explaining 56% of its variation. Satisfaction and corporate image positively affect loyalty, explaining 65% of its variation, on the other hand perceived value and quality in services indirectly affects loyalty too, therefore the last two variables cannot be neglected. By means of these results it is possible to assist banks in obtaining insights, allowing the elaboration of strategic actions in order to make it possible to implement improvements in their services in a more assertive and efficient way.Os bancos são caracterizados pelo forte envolvimento entre seus funcionários e clientes. Uma vez que apresentam produtos similares aos concorrentes, as instituições bancárias devem apresentar um diferencial que consiga manter seus clientes e conquistar novos indivíduos. Baseando-se neste fato, o presente artigo busca realizar uma análise entre os fatores qualidade em serviços, valor percebido, imagem corporativa, satisfação e lealdade dos clientes, avaliando como estas se inter-relacionam em um contexto bancário. Para a obtenção dos dados foi aplicada uma survey com uso de questionários em universitários de cursos de graduação da Universidade Federal de São Carlos - campus Sorocaba, sendo os dados analisados pelo método de regressão linear simples e múltipla. Os resultados apontam que a qualidade em serviços e a imagem corporativa influenciam positivamente o valor percebido, explicando 61% da sua variação; a qualidade em serviços, a imagem corporativa e o valor percebido influenciam positivamente a satisfação, explicando 65% da sua variação; a qualidade em serviços influencia positivamente a imagem corporativa, explicando 56% da sua variação; e a satisfação e a imagem corporativa influenciam positivamente a lealdade, explicando 65% da sua variação, sendo que o valor percebido e a qualidade em serviços a influenciam de forma indireta, não podendo ser desprezados. Por meio desses resultados é possível auxiliar os bancos na obtenção de insights, permitindo que haja elaboração de ações estratégicas que possibilitem implantar melhorias nos serviços de forma mais assertiva e eficiente.Universidade Nove de Julho - UNINOVE2019-05-24info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.uninove.br/exacta/article/view/821110.5585/exactaep.v17n2.8211Exacta; v. 17 n. 2 (2019): (abr./jun.); 47-591983-93081678-5428reponame:Revista e-xactainstname:Centro Universitário de Belo Horizonte (UNIBH)instacron:UNIBHporhttps://periodicos.uninove.br/exacta/article/view/8211/6763Copyright (c) 2019 Exactainfo:eu-repo/semantics/openAccessMatumoto, Mayara SaemiMergulhão, Ricardo CoserFavoretto, CamilaFigueiredo, Rute AparecidaMartins, Tailise MascarenhasPereira, Julio Cesar2020-07-07T22:12:21Zoai:ojs.periodicos.uninove.br:article/8211Revistahttps://revistas.unibh.br/dcet/PUBhttps://revistas.unibh.br/dcet/oaiexacta@unibh.br||periodicosdeminas@gmail.com1984-31511984-3151opendoar:2020-07-07T22:12:21Revista e-xacta - Centro Universitário de Belo Horizonte (UNIBH)false
score 14,965156

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