When do interest rates matter? Two methodological approaches to loyalty

Abstract

Purpose Changes in consumers' awareness of interest rates (deposits and loans) are important for making financial decisions, particularly in the banking industry. However, little is known about the effect of consumer awareness on customer orientation and loyalty. The purpose of this paper is to examine how changes in consumers' awareness of interest rates in Korea can influence customer loyalty, considering banks' efforts to improve customer orientation. The authors explicitly rationalize the fact that consumers' awareness of interest rates can play an important role in moderating the strength of the relationship between customer orientation and loyalty. Design/methodology/approach The data were collected from participants (n=327) who had made banking transactions based on their real income in Seoul. Participants mainly focused on personal loans and debts, and most people had banked with a specific bank (one of the main Korean banks) for longer than three years. The authors tested the effect of interest rates using two methodologies, namely, a field study using SEM and an experimental design. Findings The study tested these relationships with survey data and two simulated experiments. The findings indicated that the influence of customer orientation on customer loyalty decreased with the increase in loan interest rate awareness. Moreover, the customer orientation-loyalty link weakened with the increase in awareness of central bank base rates. Conversely, the awareness that loan rates were decreasing strengthened the relationship. Originality/value This paper is, to the best of the authors' knowledge, the first to investigate the consequence of such a change in consumers' awareness of both deposit and loan interest rates with regard to the relationship between customer orientation and loyalty.