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Customer Satisfaction and Competencies: an Econometric Study of an Italian Bank

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  • Paola Gritti

    ()

  • Nicolai Foss

    ()

Abstract

We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other.

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File URL: http://aisberg.unibg.it/bitstream/10446/287/1/WPEco02(2008)Gritti.pdf
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Bibliographic Info

Paper provided by University of Bergamo, Department of Economics in its series Working Papers with number 0802.

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Length: 27 pages
Date of creation: 2008
Date of revision:
Handle: RePEc:brg:wpaper:0802

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Related research

Keywords: Customer satisfaction; loyalty; long-term relations; financial and not-financial customer value;

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