Abstract

The paper aims at exploring the relationship between functional quality, technical quality, perceived value and corporate image on customer behavioural responses in the Nigerian retail banks. A sample of 800 retail bank customers was drawn through multistage cluster sampling. The empirical data was analysed using structural equation modeling with AMOS software. The findings reveal that each of technical quality, perceived value and corporate image has significant positive relationship with behavioural intention. However, functional quality does not have significant relationship with behavioural intention. Furthermore, it was found as expected that customer behavioural intention is positively and significantly related to the customer actual behavior. Managerial and policy implication were discussed; and direction for future research was equally highlighted.

Key words: Service quality, perceived value, corporate image, behavioural responses.