Perceived value, relationship quality and positive WOM intention in banking

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dc.contributor.author Van Tonder, Estelle
dc.contributor.author Petzer, Daniël Johannes
dc.contributor.author Van Vuuren, Naomi
dc.contributor.author De Beer, Leon T.
dc.date.accessioned 2019-05-28T09:59:21Z
dc.date.available 2019-05-28T09:59:21Z
dc.date.issued 2018
dc.description.abstract 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. en_ZA
dc.description.department Gordon Institute of Business Science (GIBS) en_ZA
dc.description.librarian hj2019 en_ZA
dc.description.sponsorship This work is based on research supported in part by the National Research Foundation of South Africa (Grant No. 96188). en_ZA
dc.description.uri http://www.emeraldinsight.com/loi/ijbm en_ZA
dc.identifier.citation Estelle van Tonder, Daniël J. Petzer, Naomi van Vuuren, Leon T. De Beer, (2018) "Perceived value, relationship quality and positive WOM intention in banking", International Journal of Bank Marketing, Vol. 36 Issue: 7, pp.1347-1366, https://doi.org/10.1108/IJBM-08-2017-0171. en_ZA
dc.identifier.issn 0265-2323 (print)
dc.identifier.issn 1758-5937 (online)
dc.identifier.issn 10.1108/IJBM-08-2017-0171
dc.identifier.uri http://hdl.handle.net/2263/69216
dc.language.iso en en_ZA
dc.publisher Emerald en_ZA
dc.rights © Emerald Publishing Limited 2018 en_ZA
dc.subject Relationship quality en_ZA
dc.subject Positive word-of-mouth intention en_ZA
dc.subject Continuous commitment en_ZA
dc.subject Competence trust en_ZA
dc.subject Perceived usefulness en_ZA
dc.subject Perceived value en_ZA
dc.subject Word of mouth (WOM) en_ZA
dc.title Perceived value, relationship quality and positive WOM intention in banking en_ZA
dc.type Postprint Article en_ZA


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