Revisiting the delight–loyalty link in a retail banking context– an emerging market perspective

Abstract

Purpose–Thisstudyusesrelationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of perceived employee service delivery skills, perceived value and trust in the relationships between delight, affective commitment, calculative commitment and loyalty. Design/methodology/approach–Adescriptiveresearchapproachwasapplied,andthedatawerecollected from 332 retail banking customers in an emergent market who are overall satisfied with their bank. A self administeredquestionnairecollected data from 332respondentswhoadheredtothestipulatedrequirementsto participate in the study. These respondents were selected through purposive and convenience sampling. The constructs’ interrelationships were analysed via structural equation modelling. The measurement and structural models were also assessed. Findings–Affective andcalculative commitment anddelight impact loyalty. Both affective commitment and calculative commitment were found to mediate the relationship between delight and customer loyalty. Research limitations/implications– The study enhances an understanding of the role of affective and calculative commitment in strengthening the delight–loyalty link from a relationship marketing theory perspective. Practicalimplications–Thestudyprovidesguidancetotheretailbankingindustryinemergingmarketson the importance of affective and calculative commitment in strengthening the delight–loyalty link. It further informs retail banks of the need to provide banking customers with products and service value that exceed their expectations to strengthen their future commitment and loyalty to their bank. Originality/value– Guided by relationship marketing theory, the role of affective and calculative commitment to mediating the delight–loyalty link in an emerging market context is uncovered. KeywordsPerceivedemployee service-delivery skills, Perceived value, Trust, Delight affective commitment, Calculative commitment, Loyalty