Peer-to-Peer (P2P) Lending: Disruptive and Complementary Dynamics in Banking

Abstract

This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Previous research were identified from the literature review to propose and develop a conceptual model. The sales personnel’s communication skills, knowledge, and ways of treating customers are crucial for retailers to gain a competitive advantage over competitors. Therefore, it should have clear and consistent processes, and procedures with criteria that create the best conditions for organizations and individuals to open and develop a retail store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal to more consumers. This conceptual paper developed some propositions based on previous research. It is important to note that the absence of empirical data limits the scope of this paper. In the future, it would be beneficial to conduct quantitative research to further test the proposed hypotheses.