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Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction

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Author Info

  • Bloemer, Jose
  • Ruyter, Ko de

    (Maastricht University)

  • Peeters, Pascal
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    Abstract

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    File URL: http://arno.unimaas.nl/show.cgi?fid=3121
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    Bibliographic Info

    Paper provided by Maastricht University in its series Open Access publications from Maastricht University with number urn:nbn:nl:ui:27-6343.

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    Date of creation: 1998
    Date of revision:
    Publication status: Published in The international journal of bank marketing (1998) v.17, p.276-286
    Handle: RePEc:ner:maastr:urn:nbn:nl:ui:27-6343

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    Web page: http://www.maastrichtuniversity.nl/web/Home.htm

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    Cited by:
    1. Hartmann, Patrick & Apaolaza Ibanez, Vanessa, 2007. "Managing customer loyalty in liberalized residential energy markets: The impact of energy branding," Energy Policy, Elsevier, vol. 35(4), pages 2661-2672, April.
    2. Alina Filip & Laurentiu-Dan Anghel, 2009. "Customer Loyalty and its Determinants in a Banking Services Environment," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 288-297, June.
    3. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
    4. Onusic, Luciana, 2011. "The Service Quality Undergraduate - A Case of Public Education," MPRA Paper 34102, University Library of Munich, Germany.
    5. D. Van Den Poel & B. Larivière, 2003. "Customer Attrition Analysis For Financial Services Using Proportional Hazard Models," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/164, Ghent University, Faculty of Economics and Business Administration.
    6. Fragata, Anabela & Mu¤oz-Gallego, Pablo A., 2009. "Loyalty by Corporate Banking Customers," Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". 2009-05, Interuniversity Research Master and Doctorate Program (with a quality mention of ANECA) on "Business Economics", Universities of Valladolid, Burgos, Salamanca and León (Spain). Until 2008, Interunive.
    7. Kayaga, Sam & Calvert, John & Sansom, Kevin, 2003. "Paying for water services: effects of household characteristics," Utilities Policy, Elsevier, vol. 11(3), pages 123-132, September.

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