THE IMPACT OF PRODUCT CREDIBILITY ON CLIENT DEDICATION: THE INFLUENCING IMPACT OF CONSIDERED VALUE AND CLIENT SATISFACTION IN HANGZHOU.

Abstract

Client churn is a major issue in relational services (such as retail banking and telecommunications), since income is built on long-term client ties. Client satisfaction and high-quality service have always been the cornerstones of client retention strategies for businesses in this sector. This study examines the important supplemental role of the brand with the goal of reducing the turnover rate of relational service consumers. Specifically, the researcher state that the credibility of the brand is crucial to the potential involvement of the brand in this process, according to an information economics viewpoint. The results of the research clarify the link between customer satisfaction and service quality, two common CRM indicators, and the significance of the brand in sustaining relationships with customers over time. Researchers found that retail bank and long-distance telephone business consumers were less likely to transfer brands when they were satisfied and loyal, which in turn reduced customer switching behaviours. The theoretical and practical ramifications of the investigation are discussed. The data shown here comes from a study of people using mobile communication services in Taiwan. To begin, the researcher found that timeliness and tangibles do not have a major bearing on the perceived value and quality of service. On the other hand, reliability, assurance, and network quality do. Secondly, the correlation between overall service quality and brand equity is moderated, to a lesser degree, by perceived value. Third, overall service quality mediates the relationships between perceived value and specific dimensions of service quality in various ways. Finally, empathy and network quality have a direct bearing on brand equity.