Customer Value Co-Creation behavior as a Determinant of Service Loyalty: Evidence from Banking Services

Abstract

The study empirically investigates the relationship between co-creation behavior and service loyalty. The above relationship was studied from the customer's perspective. The study uses structural equation modeling to analyze the hypotheses. The sample consisted of 402 banking service users, who have responded to the questionnaire. The results indicate that co-creation behavior influences customer's loyalty toward the banking service provider.