Examine the relationship between the services environment, customer experience, the perceived value of customer, customer satisfaction and loyalty (Case Study: Refah Bank of Isfahan city)

Abstract

Today, living environment is increasingly moving towards a service-based economy and service, which include new issues of management, is considered the heart of value creation in the economy. In this regard, the present study aimed to investigate the relationship between the services environment, customer experience, value of customer perceived, customer satisfaction and loyalty have been completed. This study from to goal is practical and methodologically is in among the descriptive - survey researches. The population of this study was all Refah bank customers of Isfahan. Given the Unlimited population size, Cochran sampling formula will be used. Thus, the Statistical sample size is 196 people. Non-probability sampling method is also available. Collection tools in this study are the standard questionnaires, the reliability of the questionnaire using Cronbach alpha coefficient was calculated to 852/0, and was approved. To analyze collected data from the modeling software of structural equation smart PLS was used. The research results indicate that among the services environment, customer experience, the customer perceived value, customer loyalty, there is a significant relationship. Also mediating role of customer satisfaction on the relationship between services environment and the perceived value of customer with customer loyalty was also confirmed