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
In 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.
|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.|
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