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On the Factors Influencing Banking Satisfaction and Loyalty: Evidence from Denmark

Author

Listed:
  • Yingkui Yang

    (Department of Business and Sustainability, University of Southern Denmark, Degnevej 14, DK-6705 Esbjerg, Denmark)

  • Jan Møller Jensen

    (Department of Business and Management, University of Southern Denmark, Campusvej 55, DK-5230 Odense M, Denmark)

  • René Heiberg Jørgensen

    (Department of Business and Management, University of Southern Denmark, Campusvej 55, DK-5230 Odense M, Denmark)

Abstract

This article proposes and tests a conceptual model examining the antecedents of customer satisfaction and loyalty in the Danish banking sector. Given the changing landscape, the importance of personnel contact, the bank’s website, and the bank’s ethics and reputation are of particular interest. Data were collected through convenience sampling. A total of 1132 usable questionnaires were received. This study reveals that competent personnel, as well as bank ethics and reputation, are major factors influencing customer satisfaction and loyalty. Personal contact with staff is also crucial in shaping customers’ perceptions of the bank’s ethics and reputation. The results also demonstrate that switching barriers have a significant influence on customer satisfaction and loyalty. Finally, the multi-group analysis revealed no significant differences in terms of gender or generation. This study offers valuable insights for retail banks to enhance customer satisfaction and loyalty, demonstrating that competent personnel remains an important driver, even during the shift to digital banking.

Suggested Citation

  • Yingkui Yang & Jan Møller Jensen & René Heiberg Jørgensen, 2025. "On the Factors Influencing Banking Satisfaction and Loyalty: Evidence from Denmark," Businesses, MDPI, vol. 5(2), pages 1-16, June.
    • Handle: RePEc:gam:jbusin:v:5:y:2025:i:2:p:26-:d:1683106
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    References listed on IDEAS

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    1. Razali Haron & Noradilah Abdul Subar & Khairunisah Ibrahim, 2020. "Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust," Islamic Economic Studies, The Islamic Research and Training Institute (IRTI), vol. 28, pages 3-23.
    2. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    3. Razali Haron & Noradilah Abdul Subar & Khairunisah Ibrahim, 2020. "Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust," Islamic Economic Studies, Emerald Group Publishing Limited, vol. 28(1), pages 3-23, July.
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