Relationship Between Customer Perceived Value and Loyalty of Mobile Banking

DOI

10.2991/emcs-16.2016.269How to use a DOI?

Keywords

Mobile banking; Customer perceived value; Loyalty; Correlation analysis; Regression analysis

Abstract

Mobile banking is regarded as main recommended business of all commercial banks at present. Its research in academia is very deficient. In the paper, influence relationship of perceived value on loyalty is discussed. The customer perceived value of mobile banking is subdivided into functional value, service value, emotional value, social value and perceived safety according to study of customer perceived value theory. Hypothetical model of perceived value influence on loyalty with customer satisfaction as mediating variable is proposed. Method of reliability and validity analysis, correlation analysis and regression analysis on sample with SPSS is utilized for verifying hypothesis test of the model through questionnaire. It is discovered that functional value, perceived safety and service value are affecting customer loyalty in turn according to degree. Emotional value and social value have no significant influence on loyalty.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Xin Wei
AU  - Changzheng He
AU  - Bing Zhu
PY  - 2016/01
DA  - 2016/01
TI  - Relationship Between Customer Perceived Value and Loyalty of Mobile Banking
BT  - Proceedings of the 2016 International Conference on Education, Management, Computer and Society
PB  - Atlantis Press
SP  - 1096
EP  - 1099
SN  - 2352-538X
UR  - https://doi.org/10.2991/emcs-16.2016.269
DO  - 10.2991/emcs-16.2016.269
ID  - Wei2016/01
ER  -