Retail banks serving ethnically diverse customer bases are challenged to measure up to differing perceptions of service quality. While there is existing research about customer satisfaction and service quality in the banking industry around the world, there are no clear conclusions as to the...

Brand loyalty represents a favourable attitude towards a brand resulting in consistent purchase of the brand over time and is the result of consumers' learning that one brand can satisfy their needs. Companies aim towards their customers becoming brand evangelists and thus help in communicating...

Objective – Customer satisfaction is the main goal of every company's strategy for maintaining its global/local business. However, achieving Customer Satisfaction needs strategic management commitment which is related to how the shareholders and executives plan their business investment in...

Foreword: John Donahoe, CEO Nike -- Preface: The purpose of Net Promoter -- Introduction: Know your purpose (then live it) -- Lead with love (the unbeatable purpose) -- Aim for greatness (we all can be great) -- Love your customers (the quintessence of customer capitalism) -- Inspire your teams...