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13.
The role of perceived service value in customer satisfaction: the case of banking services in small CEE county [Elektronski vir]
Pisnik Korda, Aleksandra, 1972- ; Mumel, Damijan ; Milfelner, Borut
The majority of more complex perceived value models have been implemented in the U.S., few in the EU, but none in the context of retail banking in transitional countries. This paper aims to test a ...model of perceived value antecedents and consequences in the retail banking industry in the transition economy in central Europe. Data for empirical research was collected from 700 retail banking customers in Slovenia. The measurement instrument was developed in three phases to determine content validity, convergent validity, discriminant validity and reliability of measurement constructs. Standard EFA and CFA procedures were used in this phase. Final model was tested with structural equation modelling using five reflective constructs (price, quality, value, satisfaction, and loyalty) in order to test the hypothesized relationships. Results indicate the importance of perceived value as a mediating variable. Further, results confirm that all researched concepts are interlinked, intangible, complex and relatively vague, but also strategically important concepts for retail banking industry of a transition economy.
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