Linking psychological needs, perceived financial well-being and loyalty: the role of commercial banks

ABSTRACT: This research examines the role of commercial banks in influencing customers’ perceived financial well-being under the basic psychological need theory and the impact of customers’ perception of financial health on their bank loyalty. We firstly conducted in-depth interviews to explore bank-related factors that could help satisfy the needs for autonomy, relatedness, and competence that a bank customer may have in their financial life. A structural equation model linking personalization of service offerings, interpersonal adaptive behaviour, communication, service quality, customer satisfaction, perceived financial well-being and customer loyalty is tested using data collected from 391 Vietnamese individual bank customers. The results indicate that the personalization of service offerings, i

SUBMITTER: Hoang D 

PROVIDER: S-EPMC9244517 | biostudies-literature | 2022 Jun

REPOSITORIES: biostudies-literature