Loyalty and profitability of VIP and non-VIP customers in the banking service industry

Jengchung Victor Chen, Hsing Kenneth Cheng, Hui Ju Veronica Hsiao

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

This study develops an integrated model from service-profit-chain model, privacy-trust-behavioral intention model, and expectancy-disconfirmation model to investigate the loyalty and profitability of very important person (VIP) and non-VIP customers in the banking service industry. Our results indicate that firm's profitability is influenced by customer's satisfaction and loyalty. Consumers' privacy concerns decide their trust toward the firm. However, disconfirmation as a mediator of perception and expectation to satisfaction does not affect customers' satisfaction.

Original languageEnglish
Pages (from-to)19-36
Number of pages18
JournalService Science
Volume8
Issue number1
DOIs
Publication statusPublished - 2016 Mar

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Modelling and Simulation
  • Management Science and Operations Research
  • Marketing

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