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Revisiting the delight–loyalty link in a retail banking context – an emerging market perspective

Mornay Roberts-Lombard (Department of Marketing Management, University of Johannesburg – Auckland Park Kingsway Campus, Johannesburg, South Africa)
Charles Makanyeza (Namibia Business School, University of Namibia, Windhoek, Namibia)
Olumide Jaiyeoba (Faculty of Business and Accounting, Botho University, Gaborone, Botswana)
Tendai Douglas Svotwa (Executive Business Centre, University of Greenwich, Greenwich, UK)

African Journal of Economic and Management Studies

ISSN: 2040-0705

Article publication date: 31 January 2024

249

Abstract

Purpose

This study uses relationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of perceived employee service delivery skills, perceived value and trust in the relationships between delight, affective commitment, calculative commitment and loyalty.

Design/methodology/approach

A descriptive research approach was applied, and the data were collected from 332 retail banking customers in an emergent market who are overall satisfied with their bank. A self-administered questionnaire collected data from 332 respondents who adhered to the stipulated requirements to participate in the study. These respondents were selected through purposive and convenience sampling. The constructs’ interrelationships were analysed via structural equation modelling. The measurement and structural models were also assessed.

Findings

Affective and calculative commitment and delight impact loyalty. Both affective commitment and calculative commitment were found to mediate the relationship between delight and customer loyalty.

Research limitations/implications

The study enhances an understanding of the role of affective and calculative commitment in strengthening the delight–loyalty link from a relationship marketing theory perspective.

Practical implications

The study provides guidance to the retail banking industry in emerging markets on the importance of affective and calculative commitment in strengthening the delight–loyalty link. It further informs retail banks of the need to provide banking customers with products and service value that exceed their expectations to strengthen their future commitment and loyalty to their bank.

Originality/value

Guided by relationship marketing theory, the role of affective and calculative commitment in mediating the delight–loyalty link in an emerging market context is uncovered.

Keywords

Acknowledgements

Since submission of this article, the following author(s) have updated their affiliations: Mornay Roberts-Lombard is at the Department of Management and Entrepreneurship, University of the Western Cape, Belville, South Africa and Charles Makanyeza is at the International University of Management, Windhoek, Namibia.

Citation

Roberts-Lombard, M., Makanyeza, C., Jaiyeoba, O. and Svotwa, T.D. (2024), "Revisiting the delight–loyalty link in a retail banking context – an emerging market perspective", African Journal of Economic and Management Studies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/AJEMS-06-2023-0211

Publisher

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Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

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