Dougal, 1996; Kish, 2000; Duncan & Elliot, 2002) and market share (Fisher, 2001), progressing customer relations, improving corporate image and promote customer loyalty (Newman, 2001; Caruana, 2002;).
Furthermore, service quality and customer satisfaction were found to be related to customer loyalty through repurchase intentions (Levesque & Mc. Banks must convey quality service to ensure success and survival in today s competitive banking.
Purpose of the study Customers became a center for all banking activities due to increased competition for greater market share.
Focusing on customer satisfaction has been the key to increasing service quality according to customers expectations in the banking sector (Zairi, 2000).
It is logical that a satisfied customer will become at the end a repeat purchaser and a loyal buyer for many causes.
This relationship between satisfaction and buyer loyalty should conclude in improved marketing performance for a variety of reasons.There are several CUSTOMER SATISFACTION AND CONSUMER LOYALTY 6 definitions of customer satisfaction in the marketing literature. Journal of Marketing, 70, CUSTOMER SATISFACTION AND CONSUMER LOYALTY 14 Parasuraman, A., Zeithaml, V. It is generally accepted that satisfaction is a psychological state that results from consumer experiences after consumption (Pleshko, & Heiens, 1996). Creating customer lifetime value through effective CRM in financial services industry. A prior study ran in the sector of the financial services industry by Kuwaiti bank loan services. 172 186 Customer Expectations of Service Quality: A Study on Private Banks of Bangladesh Nazia Nabi* In any organization, satisfying a customer More information UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS Viruli de Silva ABSTRACT This article is based on a recent research conducted in the Sri Lankan banking sector and it discusses how the More information Marketing and Branding Research 3(2016) 41-49 MARKETING AND BRANDING RESEARCH WWW. COM INDUSTRIAL MANAGEMENT INSTITUTE The impact of relationship marketing on customer loyalty enhancement (Case More information International Journal of Economics and Management Sciences Vol. Saxby, (E-mail: [email protected]), University of Southern Indiana Craig R. 2013), PP 41-48 Factors Affecting Customer Satisfaction and Customer Loyalty towards More information DETERMINANTS OF CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY Shahzad Khan, Lecturer City University of Science & I-T, Peshawar Pakistan Syed Majid Hussain, BBA (Hons) student, City University of Science More information Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March 2012 12 Brand Loyalty in Insurance Companies Sancharan Roy, (B. Joseph's College More information 2015; 1(6): 69-73 P-ISSN: 2394-1685 E-ISSN: 2394-1693 Impact Factor (ISRA): 4.69 IJPESH 2015; 1(6): 69-73 2015 IJPESH Accepted: Mohammad Rahim Najafzadeh More information Doi:10.5901/ajis.2013.v2n9p223 Abstract Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature Phd. Department of Information Systems, City University of Hong Kong Email: [email protected] Abstract More information Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model) Biljana Angelova Full Professor at Ss Cyril and Methodius University, Economic Institute, Prolet More information Causal Loop Diagramming of the Relationships among Satisfaction, Retention, and Profitability Gerard King School of Management Information Systems, Deakin University, Australia 3217 Email: [email protected] More information Information Management 167 in nigerian companies. Introduction More information RELATIONSHIP MARKETING: AN APPROACH TO CUSTOMER SERVICES, SATISFACTION AND RETENTION IN NIGERIA Stephen Pembi Department of Business Administration, Adamawa State University, Mubi, Nigeria E-mail: [email protected] More information 2011 International Conference on Financial Management and Economics IPEDR vol.11 (2011) (2011) IACSIT Press, Singapore Service Quality and Customer Satisfaction in a Telecommunication Service Provider More information The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention by Harkiranpal Singh May 2006 UCTI Working Paper Customer Loyalty and Retention Harkiranpal Singh Asia Pacific University More information Chapter 2: Relationship Marketing and the Concept of Customer Value Overview Topics discussed: The Link between CRM and Database Marketing, and the Importance of Customer Value Satisfaction-Loyalty-Profit More information Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Costas Assimakopoulos 1 1 Department of Business Administration, Alexander More information Advances in Economics and Business 4(4): 190-194, 2016 DOI: 10.13189/aeb.2016.040405 10 Year Retrospective of Help Desk Satisfaction for High Technology Equipment Shows Little Consistency More information A Study on in Mobile Telecommunication Market by Using SEM and System Dynamic Method Yuanquan Li, Jiayin Qi and Huaying Shu School of Economics & Management, Beijing University of Posts & Telecommunications, More information The Relationships between Quality, Value, and Purchase Intentions A Study in Internet Marketing Man-Shin Cheng, National Formosa University, Taiwan Helen Cripps, Edith Cowan University, Australia Cheng-Hsui More information CAPTER 3 FRAME OF REFERENCE 3.1 CONCEPTUALIZATION A conceptual framework (Miles & uberman, 1994, p.18): Explains, either graphically or in narrative form, the main things to be studied. 63-68 information CRM IN BANKS: A COMPARATIVE STUDY OF PUBLIC, PRIVATE, FOREIGN AND CO-OPERATIVE SECTORS Deepak Bhattacharya 1 and Dr. R Patil 2 1 Research Scholar, Shri Jagdish Prasad Jhabarmal Tibrewala University, More information COMMUNICATION SATISFACTION IN THE HOSPITALITY INDUSTRY: A CASE STUDY OF EMPLOYEES AT A THEME PARK IN CHINA ABSTRACT Qiuzi Liang & Kijoon Back Conrad N.The bank loans are a unique service type to be studied, the reason that the loans themselves are normally quite durable. More information IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Student Elvira Tabaku Faculty of Economy Aleksander More information IMPACT OF CUSTOMER RELATIONSHIP ON CUSTOMER LOYALTY IN CELLULAR INDUSTRY: EVIDENCE FROM KPK, PAKISTAN Nadia Saadat 1, Zekeriya Nas 2 1 Preston University, Kohat, 2 Department of Turkish, National University More information ISSN: 2321-7782 (Online) Volume 2, Issue 4, April 2014 International Journal of Advance Research in Computer Science and Management Studies Research Article / Paper / Case Study Available online at: information 2011 3rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore The Influence of Trust and Commitment on Customer Relationship Management Performance More information Does Trust Matter to Develop Customer Loyalty in Online Business? stated: ence, in More information CUSTOMER SATISFACTION ON SERVICE QUALITY IN PRIVATE COMMERCIAL BANKING SECTOR IN BANGLADESH Rashed Al Karim [Assistant Professor, School of Business, East Delta University, Tabassum Chowdhury [Lecturer, More information Total service experience as a function of service experiences in service systems Ronny Schueritz, [email protected], KIT Service firms act as part of one or more service systems for the purpose of More information 086 The study of the Factors Affecting the Customer Loyalty of Lotteria fast food restaurants in Yangon, Myanmar Khine Cho Myo Myint Sirion Chaipoopirutana the Graduate School of Business, Assumption University More information MADRAS UNIVERSITY JOURNAL OF BUSINESS AND FINANCE ISSN: 2320-5857 Refereed, Peer-reviewed and Bi-annual Journal from the Department of Commerce Vol. Hilton College University of Houston Communication More information An Empirical Study of Factors Influencing Behavioral Outcomes within Online Retailing Service Contexts Dr. Vol 1(1) 126 Relationship Between Customers Perceived Values, Satisfaction and Loyalty of Mobile Phone Users Mohd Shoki. Ariff* Faculty of Management and Human Resource More information APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA Mr Ameur Bensalem 1, Dr Rahima Houalef 2 1.The discussion of the study indicated that there is a significant positive relationship between customer loyalty and customer satisfaction, however, it is important to fully understand that the loyalty which is the main goal of each industry is very hard to achieve and is not very easy to be reached by industries due to the customer satisfaction which is very hard to reach by itself, and the service quality as well.There are many other variables that can affect the consumer loyalty such as the high level of competition among today s companies and the fast track of technological advancement.Johnson & Wales University MBA Student Scholarship The Alan Shawn Feinstein Graduate School A Research Proposal: The Relationship between Customer Satisfaction and Consumer Loyalty Jiana Daikh Johnson & Wales University - Providence, Follow this and additional works at: Part of the Business Commons Repository Citation Daikh, Jiana, "A Research Proposal: The Relationship between Customer Satisfaction and Consumer Loyalty" (2015). Paper This Research Paper is brought to you for free and open access by the The Alan Shawn Feinstein Graduate School at It has been accepted for inclusion in MBA Student Scholarship by an authorized administrator of For more information, please contact Running head: CUSTOMER SATISFACTION AND CONSUMER LOYALTY 1 A Research Proposal: The Relationship between Customer Satisfaction and Consumer Loyalty Jiana Daikh Johnson & Wales University College of Management, Graduate Studies RSCH 5500, Business Information & Decision-Making Martin W. Preliminary sample data (N=80) will be collected from faculties and students at Johnson and Wales University of all ethnicities, national and international students. May 7 th, 2015 CUSTOMER SATISFACTION AND CONSUMER LOYALTY 2 Abstract The purpose of this research is to study the relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions.Customer Satisfaction Customer satisfaction is one of the most important issue concerning business organization of all types, which is justified by the customer oriented philosophy and the principles of continues improvement in modern enterprise (Arokiasamy, 2013). European Journal of Operational Research, 162(3), Pleshko, L. Singgih and YB Handaru Purnasakti Department of Industrial Engineering Institut Teknologi Sepuluh More information Online Consumer Herding Behaviors in the Hotel Industry Jun Mo Kwon Jung-in Bae and Kelly Phelan Ph. ABSTRACT The emergence of the Internet brought changes to traditional Word-of-Mouth Communication More information Johnson & Wales University Scholars [email protected] MBA Student Scholarship The Alan Shawn Feinstein Graduate School Ethical Conflicts and Cultural Differences among Employees in the Hospitality More information CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 3.1 INTRODUCTION The most important purpose of any service orientated organisation is to retain customers. Sudhir Kumar Singh Research Scholar, RTM Nagpur University, Ph D (Pursuing), More information A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers Özlem Atalık School of Civil Aviation, Anadolu University ki Eylül More information CUSTOMER LOYALTY IN FINANCIAL SERVICES FROM A SERVICE-DOMINANT LOGIC PERSPECTIVE Kat Mui Ling Graduate Student, Graduate School of Business, University of Malaya, Kuala Lumpur, Malaysia Brian C.The marketing concept suggests that a satisfied buyer will be more likely to repurchase again, or at least has the intention of repurchasing again, than those who are dissatisfied. It is critical for any organization to keep More information Association for Information Systems AIS Electronic Library (AISe L) CONF-IRM 2012 Proceedings International Conference on Information Resources Management (CONF-IRM) 5-1-2012 A Theoretical Framework for More information The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan Dr. Imrie More information Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Dr. Jawabreh Department of Tourism and Hotels More information Branding a Business School: the Intersection of Scholarship and Practical Experience OVERVIEW Christine Wright-Isak, Ph. Assistant Professor of Marketing Florida Gulf Coast University Branding is a business More information International Journal of Business and Management Invention ISSN (Online): 2319 8028, ISSN (Print): 2319 801X Volume 2 Issue 5 ǁ May.