Purpose

This study aims to investigate the effect of financial satisfaction (FS) on customer loyalty in the banking industry.

Design/methodology/approach

The study followed an explanatory research design using responses from 334 respondents from commercial banks in Tanzania. A stepwise regression analysis was used to validate the relevance of the study model.

Findings

The results indicate a positive and statistically significant association between customer loyalty and FS with levels of assets (β = 0.598, p < 0.001), savings (β = 0.186, p < 0.001) and debts (β = 0.065, p < 0.001). Of the three dimensions of FS, the level of assets had the strongest contribution to customer loyalty, followed by the level of savings and debts, in that order.

Research limitations/implications

The study used a model of FS that was linked to customer loyalty in the Tanzanian banking industry. It is recommended that the model be tested in other environments to increase the generalizability of the findings.

Practical implications

This study provides an alternative way for banks to strengthen customer loyalty by enhancing FS.

Originality/value

The FS model (Joo and Grable, 2004) and the social exchange theory (Blau, 1964) are used in this study to propose a model of customer loyalty in the banking industry. Customer loyalty and FS have not been connected in prior studies.

中文翻译：

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通过银行业的财务满意度增强客户忠诚度

目的

本研究旨在调查财务满意度（FS）对银行业客户忠诚度的影响。

设计/方法论/途径

该研究遵循解释性研究设计，使用来自坦桑尼亚商业银行的 334 名受访者的反馈。使用逐步回归分析来验证研究模型的相关性。

发现

结果表明，客户忠诚度和 FS 与资产水平 ( β = 0.598，p < 0.001)、储蓄水平 ( β = 0.186，p < 0.001) 和债务水平 ( β = 0.065，p < 0.001)之间存在统计上显着的正相关关系。在金融服务的三个维度中，资产水平对客户忠诚度的贡献最强，其次是储蓄水平和债务水平。

研究局限性/影响

该研究使用了与坦桑尼亚银行业客户忠诚度相关的 FS 模型。建议在其他环境中测试该模型，以提高研究结果的普遍性。

实际影响

这项研究为银行提供了另一种通过增强金融服务来增强客户忠诚度的方法。

原创性/价值

本研究使用FS模型（Joo和Grable，2004）和社会交换理论（Blau，1964）提出银行业客户忠诚度模型。之前的研究并未将客户忠诚度和 FS 联系起来。