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Scientific paper - Original scientific paper
Važnost percipirane vrijednosti usluga kod bankarskih usluga
Market-Tržište, 28 (2016), 2; 191-212. urn:nbn:hr:192:136530
Pisnik, Aleksandra; Dlačić, Jasmina; Milfelner, Borut

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Pisnik, A., Dlačić, J. & Milfelner, B. (2016). Važnost percipirane vrijednosti usluga kod bankarskih usluga. Market-Tržište, 28. (2), 191-212. Retrieved from https://urn.nsk.hr/urn:nbn:hr:192:136530

Pisnik, Aleksandra, et al. "Važnost percipirane vrijednosti usluga kod bankarskih usluga." Market-Tržište, vol. 28, no. 2, 2016, pp. 191-212. https://urn.nsk.hr/urn:nbn:hr:192:136530

Pisnik, Aleksandra, Jasmina Dlačić and Borut Milfelner. "Važnost percipirane vrijednosti usluga kod bankarskih usluga." Market-Tržište 28, no. 2 (2016): 191-212. https://urn.nsk.hr/urn:nbn:hr:192:136530

Pisnik, A., Dlačić, J. and Milfelner, B. (2016) 'Važnost percipirane vrijednosti usluga kod bankarskih usluga', Market-Tržište, 28(2), pp. 191-212. Available at: https://urn.nsk.hr/urn:nbn:hr:192:136530 (Accessed 26 April 2024)

Pisnik A, Dlačić J, Milfelner B. Važnost percipirane vrijednosti usluga kod bankarskih usluga. Market-Tržište [Internet]. 2016 December 09 [cited 2024 April 26];28(2):191-212. Available at: https://urn.nsk.hr/urn:nbn:hr:192:136530

A. Pisnik, J. Dlačić and B. Milfelner, "Važnost percipirane vrijednosti usluga kod bankarskih usluga", Market-Tržište, vol. 28, no. 2, pp. 191-212, December 2016. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:192:136530. [Accessed: 26 April 2024]

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Metadata
Title (croatian)Važnost percipirane vrijednosti usluga kod bankarskih usluga
Title (english)The Importance of Perceived Service Value in Retail Banking Services
AuthorAleksandra Pisnik
AuthorJasmina Dlačić
AuthorBorut Milfelner
Author's institutionUniversity of Rijeka
Faculty of Economics and Business
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract (croatian)
Svrha – U različitim granama djelatnosti percipirana vrijednost usluga istaknuta je kao značajan medijator između percipirane kvalitete usluga te zadovoljstva i odanosti korisnika. Stoga je svrha ovoga rada na primjeru usluga u bankarskome sektoru testirati konceptualni model percipirane vrijednosti usluga i njegovih utjecajnih faktora, kao što su percipirana cijena i percipirana kvaliteta usluga, te posljedica, zadovoljstvo i odanost korisnika. Metodološki pristup – Za potrebe empirijskog istraživanja razvijen je mjerni instrument te testirana njegova valjanost i pouzdanost. Korišteni mjerni instrument provjeren je kroz eksplorativnu faktorsku analizu, konfirmatornu faktorsku analizu te strukturalno modeliranje. Strukturalni model s pet reflektivnih konstrukata analiziran je kako bi se testirale direktne i indirektne veze među konstruktima. Rezultati i implikacije – Rezultati potvrđuju medijacijsku ulogu percipirane vrijednosti u odnosu percipirane cijene i percipirane kvalitete te zadovoljstva i odanosti korisnika kod usluga u bankarskome sektoru. Ograničenja – Kako su rezultati istraživanja direktno relevantni isključivo korisnicima bankarskih usluga i marketinškim menedžerima u bankama, treba se uzeti s oprezom generalizacija rezultata na druge usluge osim bankarskih. Doprinos – Ovaj rad zasniva se na postojećim spoznajama te ih nadograđuje direktnim i indirektnim efektima među istraživanim konceptima. On naglašava važnost percipirane vrijednosti usluga u postizanju zadovoljnih i odanih korisnika u bankarskim uslugama.
Abstract (english)
Purpose – In many industries, perceived service value is found to be a significant mediator between perceived service quality and customer satisfaction and loyalty. Therefore, this paper aims to test a conceptual model of perceived service value with its antecedents, such as perceived price and perceived service quality, and consequences, customer satisfaction and loyalty, in the retail banking industry. Design/Methodology/Approach – For the empirical study, a measurement instrument was developed and tested for validity and reliability. Measures were assessed with exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM). A structural model with five reflective constructs was evaluated to test direct and indirect relationships among constructs. Findings and implications – Results confirm a mediating role of perceived value in relationships between perceived price, perceived service quality, customer satisfaction, and customer loyalty in the case of retail banking services. Limitations – Because the results are directly relevant only to customers and marketing managers of retail banking services, generalizations of the findings beyond the immediate population observed should be made with caution. Originality – This paper extends existing knowledge with both direct and indirect effects among researched concepts, and shows the importance of perceived service value in achieving satisfied and loyal customers in retail banking services.
Keywords (croatian)
Keywords (english)
Languageenglish
Publication typeScientific paper - Original scientific paper
Publication statusPublished
Peer reviewPeer review
Publication versionPublished version
Journal titleMarket-Tržište
Numberingvol. 28, no. 2, pp. 191-212
p-ISSN0353-4790
e-ISSN1849-1383
URN:NBNurn:nbn:hr:192:136530
Publication2016-12-09
Document URLhttp://hrcak.srce.hr/170395
Type of resourceText
Access conditionsOpen access
Terms of useLicence Attribution 4.0 International (CC BY 4.0) icon
Created on2017-03-17 16:13:16