"The moderating role of high- and low-involvement product types on cust" by Mercedez Hinchcliff, Elias Kyriazis et al.
Purpose: The study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the model. Design/methodology/approach: A conceptual model of customer loyalty is introduced and empirically tested with 416 valid samples obtained from Australian retail banking customers. The data were analysed using partial least squares structural equation modelling and multigroup analysis. Findings: This study confirms the moderating effect of high- and low-involvement products on the relationship between custo...
Source: uow.edu.au