مجلة الدراسات الإقتصادية الكمية
Volume 12, Numéro 1, Pages 103-114
2026-06-01
The Differential Impact Of Emotions On Satisfaction And Loyalty In Banking Services
Authors : Douffi Maroua .
Abstract
This study examines the impact of positive and negative emotions on customer satisfaction and loyalty in the Algerian banking sector, while considering the mediating role of emotions and the moderating effect of perceived effort measured through the Customer Effort Score (CES). Data were collected from 160 clients of the Banque Nationale d’Algérie and analyzed using multiple regression with SPSS. The results reveal that perceived service quality significantly enhances customer satisfaction. Both positive and negative emotions partially mediate this relationship, highlighting the emotional dimension of the service experience. The findings also indicate the absence of emotional asymmetry, as positive and negative emotions exert a comparable influence on satisfaction. In addition, perceived effort plays a significant moderating role by strengthening the negative impact of emotions on satisfaction and weakening the relationship between satisfaction and loyalty. Overall, the results suggest that customer loyalty in the banking sector depends largely on the smoothness of the service experience. Reducing perceived effort therefore appears to be a key managerial lever for transforming customer satisfaction into long-term loyalty.
Keywords
: Customer emotions ; Customer satisfaction ; Perceived quality ; Customer Effort Score (CES).
Les articles similaires
بوسالم أحلام
.
عابد يوسف
.
ص 117-132.
Yahia Zeghoudi
.
pages 74-88.
Said Houari Amel
.
pages 257-268.
حسين الأمين شريط
.
ص 21-31.
Elong Ouissam
.
Senoussaoui Abderrahmane
.
pages 17-21.
