Managing Service Equity: An Integration of Oliver’S Expectancy Disconfirmation Model and Keller’S Brand Resonance in Financial Services

Authors: Dr. Gopal Thapa, Chhemanand Joshi, purnima Thapa

Abstract: With an integration of Oliver’s Expectancy Disconfirmation theory and Keller’s Customer-based brand equity this study investigates the impact of financial brand equity dimensions on customer retention. Data was collected from 779 active bank clients of Sudurpashchim Province, Nepal. Findings indicate that overall brand equity of service has a strong impact on customer satisfaction (r = .381, p< .01) and customer loyalty (r = .372, p< .01). This study shows that service uniformity in commercial banking necessitates high level of service quality for brand awareness to result in long term customer loyalty.

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Archana_publication

The Effect of Local Content Policy (LCP) on Economic Growth in Sierra Leone, 2015–2025

Authors: Emmanuel Conteh, Kalie Marah Abstract: This paper estimates the association between the implementation of Sierra Leone's local content policy (LCP) and sectoral economic growth over 2015–2025. Using a balanced…

Digital Employee Experience and Workplace Engagement Strategies for Modern Organizations

Authors: Assistant Professor Ms.SM.Sasi Rekha, Assistant Professor Ms.M.Anusuya Abstract: Digitalization of workplace environments rapidly is making the Digital Employee Experience (DEX) a key factor in determining workplace engagement and organizational…

Managing Service Equity: An Integration of Oliver’S Expectancy Disconfirmation Model and Keller’S Brand Resonance in Financial Services

Archana_publication

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