The Connection between Customer Satisfaction and Loyalty in the Field of Commercial Banks.Part 1
In: 6th International Conference on Management, Enterprise and Benchmarking MEB 2008-Proceedings
AbstractIn this study, I address the following questions that are becoming increasingly important to bank managers: How are the levels of customer satisfaction and loyality when chosen online service? What are the unique drivers of online customer satisfaction and dissatisfaction? How is the relationship between customer satisfaction and loyality in the online environment? I propose a conceptual framework, develop and test hypotheses about the drivers of customer satisfaction and loyality, the relationship between satisfaction and loyality especially dissatisfaction.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
This chapter was published in: György Kadocsa (ed.) 6th International Conference on Management, Enterprise and Benchmarking MEB 2008-Proceedings, , pages 427-438, 2008.
This item is provided by Óbuda University, Keleti Faculty of Business and Management in its series Proceedings-6th International Conference on Management, Enterprise and Benchmarking (MEB 2008) with number 427-438.
You can help add them by filling out this form.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Alexandra Vécsey).
If references are entirely missing, you can add them using this form.