Introduces a model which posits a crucial role for the evaluation of bank customers’ attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit consideration of the effects of bank customer attitudes...

Using Juster’s probability scale, this study examines a sample of 881 customers’ self‐reported estimates of probable defection from their main bank. One year later these customers’ statuses with their main bank were reviewed, allowing comparison of intended with actual defection. This...

Internal and external forces continue to impact on the financial service sector, making it ever more difficult for traditional banks both to retain their existing small to medium‐sized enterprises (SME) client base, and to acquire new business clients. The traditionally poor relationship...

This paper presents an analysis of price and service quality effects through customer satisfaction on customer loyalty and recommendations in a business‐to‐business setting of mortgage credit. The research question is examined based on returned questionnaires from the largest companies in...

Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to remain with their main bank short‐term (in the next six months) and long‐term (from six...

Purpose – The purpose of this paper is to examine minor service failures in UK banking and consider the impact that satisfaction with service recovery has on customer intentions to continue their custom and make recommendations, used as measures of loyalty behaviours....

Purpose – The purpose of this research is to contribute to the understanding of how customer contact persons influence attitudinal and behavioral loyalty in three different customer groups, who differ in terms of their motivation and ability to understand stock market information. The mutual...

Purpose – The purpose of this paper is to explore the relationship between corporate social responsibility (CSR) and customer outcomes. Design/methodology/approach – This paper reviews the literature on CSR effects and satisfaction, noting gaps in the literature. Findings – A series of...

Purpose – Customer loyalty and positive word‐of‐mouth (WOM) have been traditionally two main goals aimed at by managers. Focusing on the online banking, the importance of these concepts is even greater due to the increasing competence in electronic commerce. Thus, the purpose of this paper...