engleski

Consumer perceived value of banking services in Croatia

According to many researchers consumer perceived value is multidimensional concept, which reflects a tradeoff between benefits and sacrifices of supplier’s offering perceived by customers.Concept of consumer value begins to emerge in the 1990s and it is recognized as one of the most significant factors in the success of an organization and as the very important source of competitive advantages for firm.In most models of client evaluations of banking services the focus has been on a comparative judgement of expectations versus perceived performance resulting in judgements of perceived service quality and client satisfaction.The research analyzed the consumer perceived value in the Croatian banking sector using the changed GLOVAL scale of measurement of perceived value.

perceived value; consumer; banking services; GLOVAL scale

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