Determinants of customer satisfaction in retail banking

Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first t...

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Veröffentlicht in:	International journal of bank marketing 1996-12, Vol.14 (7), p.12-20
Hauptverfasser:	Levesque, Terrence, McDougall, Gordon H.G
Format:	Artikel
Sprache:	eng
Schlagworte:	Bank marketing Banking Banking industry Banks Canada Competition Cost control Customer retention Customer satisfaction Customer services Interest rates Loyalty Marketing Quality of service Regression analysis Retail banking Retention Service quality Studies Use statistics
Online-Zugang:	Volltext
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