ABSTRACT Purpose The purpose of this paper is to position economic and non-economic satisfaction as outcomes of micro-enterprises’ perception of value, and to determine the antecedents of perceived value within the business banking industry. Methodology/Approach The study is based on a self-administered and internet-based questionnaire conducted in the South African business banking industry. The sample consists of 381 micro-enterprises that employ one or two staff members. Findings The results reveal that economic satisfaction and non-economic satisfaction are influenced by customers’ perceived value, and that price fairness influences perceived value through the mediating effects of perceived price and service quality. Significant relationships were also found between perceived price and economic satisfaction, and between economic satisfaction and non-economic satisfaction. Research Implications Drawing on social exchange theory, this research adds to the existing literature by exploring price fairness in business customers’ perception of value, and their subsequent satisfaction judgments – specifically economic and non-economic satisfaction. Managerial Implications The study offers banking executives insight into factors that influence micro-enterprises’ perception of value, and the consequences of higher perceived value in terms of their economic and non-economic satisfaction levels. Originality/Value/Contributions Micro-enterprises are an under-researched target group in the areas of price, quality, value, and satisfaction within the business banking industry. The study further contributes to theory by being among the first to posit economic and non-economic satisfaction as dual outcomes of perceived value.

中文翻译：

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从银行关系看微企业对价值的感知结果：经济和非经济满意度

摘要目的本文的目的是将经济和非经济满意度定位为微型企业对价值的感知的结果，并确定商业银行业内感知价值的前因。方法/方法这项研究基于在南非商业银行业中进行的自我管理和基于互联网的调查表。该样本包括381个雇用一两个员工的微型企业。研究结果表明，经济满意度和非经济满意度受客户感知价值的影响，价格公平性通过感知价格和服务质量的中介效应影响感知价值。还发现感知价格与经济满意度之间存在重要关系，介于经济满意度和非经济满意度之间。研究意义借助社会交换理论，本研究通过探索商业客户对价值的感知中的价格公平性及其随后的满意度判断（特别是经济和非经济满意度），为现有文献添加了内容。对管理的影响该研究为银行业高管提供了洞察力，以了解影响微型企业价值观念的因素，以及较高的感知价值对经济和非经济满意度的影响。创意/价值/贡献微型企业是商业银行业中在价格，质量，价值和满意度方面研究不足的目标群体。