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A Brazilian experience of customer retention and its key drivers in banking service rendering

Milan, Gabriel Sperandio; Toni, Deonir de; Barcellos, … - In: Journal of relationship marketing : innovations & … 14 (2015) 4, pp. 269-286

Persistent link: https://www.econbiz.de/10011412348

Impact of service quality, customer satisfaction and switching costs on customer loyalty

Nguyen Thanh Do; Pham Thanh Van; Tran Dung Manh; Pham … - In: Journal of Asian finance, economics and business : JAFEB 7 (2020) 8, pp. 395-405

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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 are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service...

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

Mediating effects of customer satisfaction in the relationship between service quality and customer loyalty in e-banking services

Prasadh, R. Ragu; Arun, Chockalingam Joe - In: Indian journal of economics & business : IJEB 18 (2019) 2, pp. 487-504

Persistent link: https://www.econbiz.de/10012668869

Service convenience, customer satisfaction, and customer loyalty : study of Indian commercial banks

Kaura, Vinita - In: Journal of global marketing 26 (2013) 1, pp. 18-27

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Factors influencing customer choice in selection of banks in Kuwait

AlNajem, Mohamad N. - In: Quality management journal : QMJ 25 (2018) 3, pp. 142-153

Persistent link: https://www.econbiz.de/10012309496

Customers experience and problem resolutions in retail banking : some empirical evidence from Italian banking

Malinconico, Antonella; Fuccio, Nathalie - In: International journal of financial innovation in … 1 (2016) 1/2, pp. 109-126

Persistent link: https://www.econbiz.de/10011668563

Summarizing factors of customer experience and building a structural model using total interpretive structural modelling technology

Sharma, Meenakshi; Tiwari, Prakash C.; Chaubey, D. S. - In: Global business review 17 (2016) 3, pp. 730-741

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Redefining service quality scale with customer experience quality scale : a critical review

Gupta, Atul - In: International journal of services and operations management 25 (2016) 1, pp. 48-64

Persistent link: https://www.econbiz.de/10011593379

Personal touch or convenient tech? : an investigation of customer channel preferences in retail banking

Ayyagari, Madhavi; Parahoo, Sanjai K. - In: International journal of financial services management … 9 (2018) 2, pp. 103-118

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