Zaznana vrednost, zadovoljstvo in zvestoba z bančnimi storitvami v Sloveniji

Aleksandra Pisnik Korda (Author), Damijan Mumel (Author), Borut Milfelner (Author)

Abstract

Do sedaj je bila večina raziskav kompleksnih modelov zaznane vrednosti izvedenih predvsem v Združenih državah Amerike, manjši delež tudi v državah EU, nobena izmed teh pa se ni nanašala na proučevanje zaznane vrednosti bančnih storitev v tranzicijskih državah. V tem prispevku preverjamo model zaznane vrednosti bančnih storitev in njene predhodnike ter posledice na primeru Slovenije. Podatki za empirično raziskavo so bili zbrani na vzorcu 700 odjemalcev bančnih storitev v Sloveniji. Preverili smo vsebinsko veljavnost, konvergentno veljavnost, diskriminantno veljavnost in zanesljivosti konstruktov. Končni model in zastavljene hipoteze smo preverjali z modeliranjem strukturnih enačb, pri čemer smo uporabili pet reflektivnih konstruktov (cena, kakovost, vrednost, zadovoljstvo in zvestoba). Rezultati kažejo na pomembnost zaznane vrednosti v vlogi mediacijske spremenljivke. Razkrivajo tudi, da so vsi omenjeni koncepti med seboj povezani in dokaj kompleksni ter strateško pomembni za podjetja, ki poslujejo v bančnem sektorju v Sloveniji.

Keywords

banke;bančništvo;storitve;Slovenija;cene;kvaliteta;zadovoljstvo;

Data

Language:	Slovenian
Year of publishing:	2010
Typology:	1.01 - Original Scientific Article
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	Marketing magazin
UDC:	005.336.3:336.717.1(497.4)
COBISS:	10455068
ISSN:	1408-1652
Parent publication:	Akademija MM
Views:	741
Downloads:	68
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	Unknown
Secondary title:	Perceived service value, satisfaction and loyalty with banking services in Slovenia
Secondary abstract:	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. 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, complex and strategically important concepts for retail banking industry of a transition economy.
URN:	URN:NBN:SI
Type (COBISS):	Not categorized
Pages:	str. 63-77
Volume:	ǂLetn. ǂ10
Issue:	16
Chronology:	2010
ID:	1730849