Title:	Antecedents and outcomes of perceived service value: evidence from Slovenia
Authors:	Pisnik Korda, Aleksandra Snoj, Boris Žabkar, Vesna
Citation:	E+M. Ekonomie a Management = Economics and Management. 2012, č. 1, s. 105-115.
Issue Date:	2012
Publisher:	Technická univerzita v Liberci
Document type:	článek article
URI:	http://www.ekonomie-management.cz/download/1379590468_7174/2012_01+Antecedents+and+Outcomes+of+Perceived+Service+Value_Evidence+from+Slovenia.pdf http://hdl.handle.net/11025/17432
ISSN:	1212-3609 (Print) 2336-5604 (Online)
Keywords:	vnímaná kvalita;vnímaná hodnota;reputace;satisfakce;maloobchodní bankovní služby
Keywords in different language:	perceived quality;perceived value;reputation;satisfaction;retail banking services
Abstract in different language:	Perceived value is considered one of the most influential measures of customer satisfaction and is of growing interest to scholars and marketing managers. This paper aims to test a model of perceived value antecedents and consequences in the retail banking industry in the former socialist economy in central Europe. This environment should be of interest to researchers since the majority of perceived value studies have been implemented in developed economies, especially the U.S and even in these countries with an exception of U.S.A. only few researches have dealt with more complex models, with perceived value of banking services as a central concept. However, thus far, no such studies are yet implemented in former socialist economies of Europe. The study also extends extant research by incorporating reputation as an antecedent to perceived value and as an important resource of company competitive sustainable advantage. Content validity of the instrument was assessed by conducting interviews with experts in the field, and face validity was assessed by means of pre-tests with members of the target population (focus groups). In addition, viewpoints related to construct validity, convergent validity, discriminant validity and nomological validity were assessed with exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM). Data for empirical research is collected from 700 retail banking customers in Slovenia. A structural model with four reflective constructs is evaluated to test the hypothesized relationships. Results indicate the importance of perceived value as a mediating variable in the quality – satisfaction relationship. However, our results show that reputation influences perceived value, only indirectly, via perceived service quality.
Rights:	© Technická univerzita v Liberci CC BY-NC 4.0
Appears in Collections:	Číslo 1 (2012) Číslo 1 (2012)

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