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Customer Satisfaction and Loyalty: A Case Study from the Banking Sector

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  • Hasebur Rahman

Abstract

Delivering superior service quality to customers in today's business environment is very crucial and important due the stiff competition in the local and international markets. The ability to provide high service quality will strengthen the image, enhance retention of customers, attracting new potential customers through customer satisfaction and loyalty. This study investigates the customer satisfaction and loyalty relationship in terms of basic service, advanced service employed by Jamuna Bank Limited and customer perceptions regarding cost and prestige of receiving banking service of the concerned bank. The study reveals that there is a significant relationship observed among advanced service, cost & prestige and customer satisfaction. There is an insignificant relationship observed between basic service and customer satisfaction and finally a positive significant relationship observed between customer satisfaction and customer loyalty relationship.

Suggested Citation

  • Hasebur Rahman, 2013. "Customer Satisfaction and Loyalty: A Case Study from the Banking Sector," Central European Business Review, Prague University of Economics and Business, vol. 2013(4), pages 15-23.
    • Handle: RePEc:prg:jnlcbr:v:2013:y:2013:i:4:id:60:p:15-23
    DOI: 10.18267/j.cebr.60
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    References listed on IDEAS

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    1. Stewart Pearson, 1996. "Building Brands Directly," Palgrave Macmillan Books, Palgrave Macmillan, number 978-1-349-13771-8.
    2. Stewart Pearson, 1996. "Building Business Brands Directly," Palgrave Macmillan Books, in: Building Brands Directly, chapter 15, pages 348-366, Palgrave Macmillan.
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    Citations

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    Cited by:

    1. Vjosa Fejza & Ramiz Livoreka & Hykmete Bajrami, 2017. "Analyzing Consumer Behavior In Banking Sector Of Kosovo," Eurasian Journal of Business and Management, Eurasian Publications, vol. 5(4), pages 33-48.
    2. Tantri Yanuar Rahmat Syah & Patrick Christian Alimwidodo & Lovinda Lianti & Holila Hatta, 2022. "Perceived Price as Antecedent of Satisfaction and Loyalty: Learn from Fast Food Multinational Restaurants in Indonesia," Central European Business Review, Prague University of Economics and Business, vol. 2022(4), pages 63-84.
    3. Jan Rožek & Miroslav Karlíček, 2014. "Customer Lifetime Value as the 21st Century Marketing Strategy Approach," Central European Business Review, Prague University of Economics and Business, vol. 2014(2), pages 28-35.
    4. Vjosa Fejza & Vivianit Fejza & Gëzim Ademi & Nail Reshidi & Saranda Kajtazi, 2017. "Analyzing Basketball Fans’ Behavior in Basketball Super League of Kosova," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(4), pages 1-4.

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    More about this item

    Keywords

    Customer satisfaction; customer loyalty; basic service; advanced service;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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