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Effects of service quality and customer satisfaction on loyalty of bank customers

Supriyanto, Achmad; Wiyono, Bambang Budi; Burhanuddin, … - In: Cogent business & management 8 (2021) 1, pp. 1-17

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both … influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on … customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank …

Persistent link: https://www.econbiz.de/10012643064

Gauging customers' negative disconfirmation in online post-purchase behaviour : the moderating role of service recovery

Muhammad Mazhar; Ding Hooi Ting; Abbasi, Amir Zaib; … - In: Cogent business & management 9 (2022) 1, pp. 1-23

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...

Persistent link: https://www.econbiz.de/10014429619

The power of AI : enhancing customer loyalty through satisfaction and efficiency

Singh, Pragya; Singh, Vandana - In: Cogent business & management 11 (2024) 1, pp. 1-14

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Persistent link: https://www.econbiz.de/10014526490

Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? : evidence from the Saudi banking sector

Al-Ghamdi, Shumookh Abdul Aziz; Badawi, Nada Saleh - In: Cogent business & management 6 (2019), pp. 1-19

importance for bank managers and directors when developing effective strategies. …

Persistent link: https://www.econbiz.de/10012115986

Customer loyalty to Islamic banks : evidence from Indonesia

Fianto, Bayu Arie; Gan, Christopher; Widiastuti, Tika; … - In: Cogent business & management 7 (2020) 1, pp. 1-27

used to determine the factors of customer loyalty of state-owned and private Islamic bank. The findings suggest that the …

Persistent link: https://www.econbiz.de/10012655131

Customer switching behavior among Indonesian Muslims : evidence from the merger of Indonesia's State-owned Islamic banks

Mochlasin, Mochlasin; Nornajihah Nadia Hasbullah; … - In: Cogent business & management 10 (2023) 3, pp. 1-19

reputation. Based on the findings, bank management tends to consider to integrate the product quality, service quality, and … evaluation tool for the government and Islamic bank management to strengthen the country's economy. …

Persistent link: https://www.econbiz.de/10014505247

Customer orientation, service quality and customer satisfaction interplay in the banking sector : an emerging market perspective

Gonu, Eric; Agyei, Paul Mensah; Opoku, Richard Kofi; … - In: Cogent business & management 10 (2023) 1, pp. 1-20

quantitative research approach with a descriptive survey design. With the aid of PLS-SEM, data from 391 commercial bank customers …

Persistent link: https://www.econbiz.de/10014458763

Analyzing CSR and customer engagement through green banking digitalization : with the mediating effect of perceived environmental value and moderation effect of customer's eco-consciousness

Mehta, Ahmed Muneeb; Handriana, Tanti - In: Cogent business & management 11 (2024) 1, pp. 1-18

In today’s increasingly homogenized banking sector, maintaining consumer loyalty, particularly in terms of environmentally conscious practices, presents a significant challenge for institutions globally. While research recognizes corporate social responsibility (CSR) as a potential strategy...

Persistent link: https://www.econbiz.de/10014526045

Supply-side factors and uptake of insurance products among Ghanaian households

Ofori, Justice; Boateng, Frank; Atiku, Sulaiman Olusegun - In: Cogent business & management 10 (2023) 2, pp. 1-20

This study examines the influence of supply-side factors on uptake of insurance, as well the moderating effect of sales agent effectiveness on the interactions. A survey research design was adopted following a quantitative approach. The target population of this study comprised Ghanaian...

Persistent link: https://www.econbiz.de/10014504703

Economic freedom on bank stability and risk-taking in emerging economy : Indonesian case study

Defung, Felisitas; Yudaruddin, Rizky - In: Cogent business & management 9 (2022) 1, pp. 1-15

explores the effect base on different ownership type and size of the bank in the second and third stage, respectively. In … addition, concentration ratio, bank size, efficiency, liquidity, and business diversification are included as control variables …

Persistent link: https://www.econbiz.de/10014434949