دور رضا الزبون كمتغير وسيط لقياس أثر جودة الخدمة البنكية و القيمة المدركة على الولاء باستخدام نمذجة المعادلات الهيكلية للمربعات الصغرى الجزئية (PLS-SEM)‎

الملخص EN

Loyalty has become the most important strategic objective of commercial banks.

The aim of this research is to obtain a practical understanding of loyalty in the commercial banking sector in a happy state.

Quality methods of service were determined by customers through the review of the literature.

Assumptions are formulated and tested for: studying the effects of process quality and quality of results on perceived value, customer satisfaction, and customer loyalty; and to determine whether satisfaction plays a mediating role in the effect of service quality and perceived value on customer loyalty.

In this study, the sample was responsive from clients.

The analysis was analyzed by models of structural equations.

Statistical results supported a relationship between quality of service with perceived value, satisfaction, and loyalty.

The results also indicated that quality of service and perceived value had no direct impact on loyalty.

Mediate customer satisfaction relationship