Measuring price fairness and its impact on consumers’ trust and switching intentions in microfinance institutions

نویسندگان

چکیده

Although price fairness has been intensively studied for decades, the measurement of its multidimensionality not yet reached any consensus. Its impact on consumers’ trust and switching intentions in financial institutions less frequently analysed. This paper fills both gaps two objectives. First, it aims to develop a reliable valid scale microfinance. Second, following equity social exchange theories, tests intentions. Data were collected from 324 customers six microfinance (MFIs) Bukavu, Democratic Republic Congo, tested using exploratory confirmatory factor analyses, as well structural equation modelling. The results confirm that is multidimensional construct with dimensions, revealing comprehensively captured prior research. Furthermore, findings suggest significantly affects customer satisfaction, variables mediate relationship between These confer strategic role fairness, intention industry, which currently subject sensitivity interest rates mistrust towards MFIs.

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ژورنال

عنوان ژورنال: Journal of Financial Services Marketing

سال: 2021

ISSN: ['1363-0539', '1479-1846']

DOI: https://doi.org/10.1057/s41264-021-00102-3