期刊
INTERNATIONAL JOURNAL OF BANK MARKETING
卷 36, 期 7, 页码 1347-1366出版社
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/IJBM-08-2017-0171
关键词
Relationship quality; Perceived value; Perceived usefulness; Competence trust; Continuous commitment; Positive word-of-mouth intention
类别
资金
- National Research Foundation of South Africa [96188]
Purpose - The purpose of this paper is to explore the proposed relationships between perceived usefulness (a dimension of perceived value), the relationship quality factors (competence trust and continuous commitment) and positive word-of-mouth intentions in an electronic banking setting. Design/methodology/approach - A survey was conducted among 511 electronic banking customers. Findings - Continuous commitment was found to mediate the relationships between perceived usefulness and competence trust with positive word-of-mouth intention, respectively. Research limitations/implications - The results indicate the role of perceived value and relationship quality in contributing to positive word-of-mouth intention. Practical implications - The findings could also guide banking institutions in managing their existing electronic banking customers more appropriately and to encourage them to engage in word-of-mouth behaviour that will convince other potential users of the benefits of the service. Originality/value - Little is known on a mediated model noting the connection between perceived value, the relationship quality factors competence trust and continuous commitment and positive word-of-mouth intention. The findings provide more insight into the matter and accordingly contribute to the developing body of knowledge on perceived value, relationship quality and behavioural intention and their importance to the stream of research on positive word of mouth.
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