The influence of customer perceptions on financial performance in financial services

2.50
Hdl Handle:
http://hdl.handle.net/10547/294850
Title:
The influence of customer perceptions on financial performance in financial services
Authors:
Liang, Chiung-Ju; Wang, Wen-Hung; Farquhar, Jillian Dawes
Abstract:
The purpose of this study is to develop and empirically test a model examining the relationship between customer perceptions (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and financial performance of a merchant bank. Design/methodology/approach – Based on the SEM tool of Linear Structure Relation (LISREL), this study develops and empirically tests a model examining the relationships between customer perspectives (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and the financial perspective (financial performance). A cross-department study in the financial services industry was conducted based on three consumer samples (department of Loans, Deposits, and Credit Cards) drawn from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan. Findings – SEM results indicate that: customer perceptions positively affect financial performance; and customers purchase financial services with dissimilar benefits, all of which come with corresponding attributes, and hence result in different levels of customer satisfaction and behavioral sequence, which is important in reinforcing customers' trust, commitment, repurchase intentions and corporate financial performance. In practical terms the findings suggest that financial service managers could consider treating consumers as partners in their provision of existing services or their quest to develop successful new services. Reciprocal behaviour will foster a positive atmosphere, remove barriers arising from risk, and enable relationships to progress, ultimately improving financial performance. The research proposes an empirical model of the customer perceptions in the consumption of financial services that has a positive impact on the financial performance of the company. The findings are based on data from one company across three product departments.
Citation:
Liang, C-J., Wang, W-H. & Farquhar, J. (2009) 'The influence of customer perceptions on financial performance in financial services', International Journal of Bank Marketing, 27 (2), pp,129-149
Publisher:
Emerald
Journal:
International Journal of Bank Marketing
Issue Date:
2009
URI:
http://hdl.handle.net/10547/294850
DOI:
10.1108/02652320910935616
Additional Links:
http://www.emeraldinsight.com/10.1108/02652320910935616
Type:
Article
Language:
en
ISSN:
0265-2323
Appears in Collections:
Centre for Advances in Marketing (CAM)

Full metadata record

DC FieldValue Language
dc.contributor.authorLiang, Chiung-Juen_GB
dc.contributor.authorWang, Wen-Hungen_GB
dc.contributor.authorFarquhar, Jillian Dawesen_GB
dc.date.accessioned2013-06-28T10:09:13Z-
dc.date.available2013-06-28T10:09:13Z-
dc.date.issued2009-
dc.identifier.citationLiang, C-J., Wang, W-H. & Farquhar, J. (2009) 'The influence of customer perceptions on financial performance in financial services', International Journal of Bank Marketing, 27 (2), pp,129-149en_GB
dc.identifier.issn0265-2323-
dc.identifier.doi10.1108/02652320910935616-
dc.identifier.urihttp://hdl.handle.net/10547/294850-
dc.description.abstractThe purpose of this study is to develop and empirically test a model examining the relationship between customer perceptions (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and financial performance of a merchant bank. Design/methodology/approach – Based on the SEM tool of Linear Structure Relation (LISREL), this study develops and empirically tests a model examining the relationships between customer perspectives (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and the financial perspective (financial performance). A cross-department study in the financial services industry was conducted based on three consumer samples (department of Loans, Deposits, and Credit Cards) drawn from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan. Findings – SEM results indicate that: customer perceptions positively affect financial performance; and customers purchase financial services with dissimilar benefits, all of which come with corresponding attributes, and hence result in different levels of customer satisfaction and behavioral sequence, which is important in reinforcing customers' trust, commitment, repurchase intentions and corporate financial performance. In practical terms the findings suggest that financial service managers could consider treating consumers as partners in their provision of existing services or their quest to develop successful new services. Reciprocal behaviour will foster a positive atmosphere, remove barriers arising from risk, and enable relationships to progress, ultimately improving financial performance. The research proposes an empirical model of the customer perceptions in the consumption of financial services that has a positive impact on the financial performance of the company. The findings are based on data from one company across three product departments.en_GB
dc.language.isoenen
dc.publisherEmeralden_GB
dc.relation.urlhttp://www.emeraldinsight.com/10.1108/02652320910935616en_GB
dc.rightsArchived with thanks to International Journal of Bank Marketingen_GB
dc.subjectconsumer behaviouren_GB
dc.subjectfinancial benefitsen_GB
dc.subjectfinancial servicesen_GB
dc.subjectproduct attributesen_GB
dc.subjectrelationship marketingen_GB
dc.subjectTaiwanen_GB
dc.titleThe influence of customer perceptions on financial performance in financial servicesen
dc.typeArticleen
dc.identifier.journalInternational Journal of Bank Marketingen_GB
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