The paper at hand presents a customer satisfaction model for the private banking industry. We empirically assess the postulated model with the help of partial least squares (PLS) and use formative measurement models for the predictors of customer satisfaction and customer loyalty. The results of...

The paper presents a customer satisfaction model for the private banking industry. We empirically assess the postulated model with the help of partial least squares (PLS) and use formative measurement models for the predictors of customer satisfaction and customer loyalty. The results of the...

This paper focuses on customers' perceptions regarding two key aspects in Maltese retail finance: service quality and internet banking. The importance of these topics is likely to keep on growing in the near future, as clients become more demanding and financially-literate. We use various...

Amidst increasing competition and deregulation, retail banks are looking for ways to differentiate their services in the eyes of their customers and to attain high levels of customer satisfaction and loyalty. Due to the high customer welfare implications of financial services and the significant...

Simultaneous systems of equations with non-normal errors are developed to study the relationship between customer and employee satisfaction. Customers interact with many employees, and employees serve many customers, such that a one-to-one mapping between customers and employees is not possible....

This paper is presented to provide the role of service quality, perceived value and customer satisfaction in determining customer loyalty of retail banking in Central Sulawesi, Indonesia. The study involved customers of national retail banks, Islamic banks, and a local government owned bank in...

This research was conducted to study the influence of banking advertisement on the bank's customer satisfaction; it contained four hypotheses about four different variables which were an advertisement, social media advertisement efficiency, and effectiveness. The survey collected 300...

This paper examines the concept of service quality in private banking theoretically and empirically and identifies factors which contribute to service quality. A multidimensional and hierarchical model is developed based on the work of Rust and Oliver (in Service Quality, pp. 1–20, 1994) and...