CUSTEQUITY scale: Measurement and validation in Indian banking sector

Purpose: This paper seeks to further the understanding of the domain of the customer equity construct, in developing country context. Building on their framework, a modified and extended construct (CUSTEQUITY), using systematic scale development procedure, is established with nomological evidence of...

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Autores principales:	Hardeep Chahal, Renu Bala
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2017
Materias:	customer equity value equity retention equity brand equity relationship equity social equity customer loyalty Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/51bc77ee9b7c45cfb55ff14b3082a20b
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spelling	oai:doaj.org-article:51bc77ee9b7c45cfb55ff14b3082a20b2021-12-02T14:35:47ZCUSTEQUITY scale: Measurement and validation in Indian banking sector2331-197510.1080/23311975.2017.1336152https://doaj.org/article/51bc77ee9b7c45cfb55ff14b3082a20b2017-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2017.1336152https://doaj.org/toc/2331-1975Purpose: This paper seeks to further the understanding of the domain of the customer equity construct, in developing country context. Building on their framework, a modified and extended construct (CUSTEQUITY), using systematic scale development procedure, is established with nomological evidence of its impact in Indian banking industry. Design/methodology/approach: The data are collected from 550 accountholders of five major national Indian banks–State Bank of India (SBI), Punjab National Bank (PNB), Housing Development Finance Corporation (HDFC), Industrial Credit and Industrial Corporation (ICICI), and Jammu and Kashmir Bank (JKB). The respondents are contacted using purposive sampling from Jammu city of North India. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation model (SEM) are used to analyze the data. Findings: The study findings validate the extended customer equity scale comprising two additional dimensions namely relational equity and social equity, along with three established dimensions-brand equity, value equity and retention equity. Further, the nomological validity of the CUSTEQUITY scale is also established. The moderating role of age and gender in customer equity and customer loyalty relationship is also supported. Also, the role of relationship length as a nomological moderator is established. Research limitations/implications: The study focuses on scale development on customer equity in Indian banking sector. The scale validity and reliability across the globe need to be established to underpin customer equity framework.Hardeep ChahalRenu BalaTaylor & Francis Grouparticlecustomer equityvalue equityretention equitybrand equityrelationship equitysocial equitycustomer loyaltyBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 4, Iss 1 (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	customer equity value equity retention equity brand equity relationship equity social equity customer loyalty Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	customer equity value equity retention equity brand equity relationship equity social equity customer loyalty Business HF5001-6182 Management. Industrial management HD28-70 Hardeep Chahal Renu Bala CUSTEQUITY scale: Measurement and validation in Indian banking sector
description	Purpose: This paper seeks to further the understanding of the domain of the customer equity construct, in developing country context. Building on their framework, a modified and extended construct (CUSTEQUITY), using systematic scale development procedure, is established with nomological evidence of its impact in Indian banking industry. Design/methodology/approach: The data are collected from 550 accountholders of five major national Indian banks–State Bank of India (SBI), Punjab National Bank (PNB), Housing Development Finance Corporation (HDFC), Industrial Credit and Industrial Corporation (ICICI), and Jammu and Kashmir Bank (JKB). The respondents are contacted using purposive sampling from Jammu city of North India. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation model (SEM) are used to analyze the data. Findings: The study findings validate the extended customer equity scale comprising two additional dimensions namely relational equity and social equity, along with three established dimensions-brand equity, value equity and retention equity. Further, the nomological validity of the CUSTEQUITY scale is also established. The moderating role of age and gender in customer equity and customer loyalty relationship is also supported. Also, the role of relationship length as a nomological moderator is established. Research limitations/implications: The study focuses on scale development on customer equity in Indian banking sector. The scale validity and reliability across the globe need to be established to underpin customer equity framework.
format	article
author	Hardeep Chahal Renu Bala
author_facet	Hardeep Chahal Renu Bala
author_sort	Hardeep Chahal
title	CUSTEQUITY scale: Measurement and validation in Indian banking sector
title_short	CUSTEQUITY scale: Measurement and validation in Indian banking sector
title_full	CUSTEQUITY scale: Measurement and validation in Indian banking sector
title_fullStr	CUSTEQUITY scale: Measurement and validation in Indian banking sector
title_full_unstemmed	CUSTEQUITY scale: Measurement and validation in Indian banking sector
title_sort	custequity scale: measurement and validation in indian banking sector
publisher	Taylor & Francis Group
publishDate	2017
url	https://doaj.org/article/51bc77ee9b7c45cfb55ff14b3082a20b
work_keys_str_mv	AT hardeepchahal custequityscalemeasurementandvalidationinindianbankingsector AT renubala custequityscalemeasurementandvalidationinindianbankingsector
_version_	1718391069666705408

CUSTEQUITY scale: Measurement and validation in Indian banking sector

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