Abstract
This study examines customer loyalty in retail banking and, in particular, the influence of 'variety seeking' and 'resistance to change' on current and future (both long- and short-term) loyalty. In contrast to the usual "reflective" approach, this study employs a "hybrid" reflective and formative approach to Structural Equation Modelling and, in contrast to the original reflective model, the resultant model produced acceptable measures of fit and predictive results.
| Original language | English |
|---|---|
| Title of host publication | ANZMAC 2009 Proceedings |
| Editors | Dr Dewi Tojib |
| Place of Publication | Australia |
| Publisher | Australian & New zealand Marketing Academy |
| Pages | 1-11 |
| Number of pages | 11 |
| ISBN (Print) | 1863081585 |
| Publication status | Published - 2009 |
| Event | ANZMAC 2009 : Sustainable Management and Marketing Conference - Duration: 30 Nov 2009 → 2 Dec 2009 |
Conference
| Conference | ANZMAC 2009 : Sustainable Management and Marketing Conference |
|---|---|
| Period | 30/11/09 → 2/12/09 |
Keywords
- share of wallet
- customer loyalty
- formative & reflective measurements
- variety seeking
- resistance to change
- structural equation modelling