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Today, customer loyalty is the key to business success. By increased customers’ loyalty, market share and profitability level of enterprises will rise. Market perception along with planning and adopting appropriate strategies for making customers loyal and enhancing their rate of loyalty leads to long-term benefits for the enterprises. Given the importance of the issue, the goal of this study was to identify and prioritize the factors affecting loyalty to a banking brand from perspective of Keshavarzi (Agricultural) Bank customers in Shahin Dej, Iran. This was an applied research based on a survey approach. The statistical population incorporated all Keshavarzi Bank customers of Shahin Dej in 2017, and given the limitation of the research population, only 382 people were selected as the sample. The results suggested that customer satisfaction, transfer cost, and organizational image affected the loyalty of Keshavarzi Bank customers. Furthermore, customer satisfaction impacted the organizational image, service quality impacted customer satisfaction, and service quality exerted an effect on the perceived value.
The International Journal of Academic Research in Business and Social Sciences
The Relationship between Customer Satisfaction and Loyalty with the Bank Performance in IRAN2013 •
South Asian Journal of Social Studies and Economics
Factors Affecting Customer Loyalty in Banking Sector of Hyderabad, Pakistan: A Study on Conventional and Islamic Banking2019 •
Journal of Islamic Economics, Banking and Finance
Factors Influence Customer Loyalty in Kuwait Islamic Banks: An Exploratory Study2015 •
Protecting market share against rival firms is more important than ever due to the decline in market growth rate and the increase in the competition. The main requirement for protecting market share is to create loyal customers. Therefore, the main objective of this paper is to examine interrelationships between service quality, emotional satisfaction, and image on loyalty of Islamic bank customers. By using online survey‚ data of this study were collected from 600 Kuwait Islamic banking customers. The finding shows that emotional satisfaction is the only significant variable affecting the loyalty. This study provides useful information for Kuwait policy makers and bankers on how to improve loyalty of customers in Islamic banks which in turn increases the profitability of the banks.
IOSR Journal of Business and Management (IOSR-JBM)
The Influence of Marketing Tactics And Company Image on Customer Loyalty through Quality Relationship with Islamic Commercial Banks in Makassar City2022 •
This study aims to analyze the influence of Marketingtactics on the quality of relationships, the influence of company image on the quality of relationships, the influence of Marketing Tactics on customer loyalty, the influence of company image on customer loyalty, the influence of relationship quality on customer loyalty, the influence of customer loyalty through the influence of customer loyalty through the quality of relationships at Islamic Banks In Makassar City. To achieve this research, the dissemination of questionnaires and the collection of documents using a descriptive statistical analysis method, WarpPLS 7.0 analysis was carried out. The number of samples in this study was 360 customers. The results of this study found that empirically Marketing tactics have a positive and significant effect on the quality of relationships, company image has a positive and significant effect on the quality of relationships, Marketing tactics have a positive and significant effect on nasaba loyalty, Company image has a positive and significant effect on customer loyalty, relationship quality has a positive and significant effect on nasaba loyalty, tactics Marketing has a positive and significant effect on customer loyalty through the quality of contact, the company's image has a positive and significant effect on customer loyalty through the quality of relationships.
CENTRAL EUROPEAN BUSINESS REVIEW VOLUME 2, NUMBER 4, DECEMBER 2013
CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY FROM THE BANKING SECTOR2014 •
Delivering superior service quality to customers in today’s business environment is very crucial and important due the stiff competition in the local and international markets. The ability to provide high service quality will strengthen the image; enhance retention of customers, attracting new potential customers through customer satisfaction and loyalty. This study investigates customer satisfaction and loyalty relationship in terms of basic service, advanced service employed by Jamuna Bank Limited and customer perceptions regarding cost and prestige of receiving banking service of concerned bank. Study reveals that there is significant relationship observed among advanced service, cost & prestige and customer satisfaction. There’re is insignificant relationship observed between basic service and customer satisfaction and finally positive significant relationship observed between customer satisfaction and customer loyalty relationship. Service sector has produced approximately two-thirds of worldwide GNP from twenty first century (Kara et al., 2005). In the huge service sector, banking sector is one of the most important entities which has been growing relatively fast in the world. Commercial banks in Bangladesh are one of the key components of economy of Bangladesh. Jamuna Bank Limited (JBL) is a Banking Company registered under the Companies Act, 1994. The Bank started its operation as a private commercial bank in Bangladesh from 3rd June 2001. Being a 3rd generation Bank of Bangladesh, it focuses on Remaining with time; Managing change ; Developing human capital ; Creating true customer’s value (JBL, 2013). With the privatization, liberalization, deregulation and change in technological environment, the banking industry has become more integrated especially private commercial banking in Bangladesh. This has created highly competitive market environment in banking industry. In today business, a customer loss is a customer gain for a competitor. Due to stiffer market competition, commercial banks need more effort to be done to retain their existing customer as much as they do on acquiring them (R. Khouri, H. Boulos, 2013). The banking industry in Bangladesh today has become very dynamic, competitive and complex environment where the financial products and services offered by the commercial banks have only minor differences where the situation of the industry is having tremendous increase in customer demand which require greater transformation with intense focus on customer satisfaction and loyalty. This case study is an initiative to investigate effort of Jamuna Bank Limited to make customer satisfied and loyalty special focus to basic banking service, advanced banking service and cost & prestige issues of service received. However, basic banking, advanced banking and cost & prestige factors have been considered to investigate satisfied and loyal customer of Jamuna bank limited. Customer satisfaction and loyalty remain key issues of marketing scholar and marketer now a days and it will remain in future. There is considerable evidence that customer satisfaction and loyalty depend on service quality and lead to the higher profitability of the business. Quality in service can be determined by the extent to which customers’ needs and expectations can be satisfied (Banerjee, N., 2012). Delivering superior service quality to customers in today’s business environment is very crucial and important due the stiff competition in the market. The ability to provide high service quality will strengthen the image, enhance retention of customers, attracting new potential customers via positive word-of-mouth and eventually increase the profit of the business (Zeithaml, 1996). Service quality is one of the critical elements in determining the success and the competitiveness of a particular organization. Organization such as banks can distant itself from the competitors by performing high quality services to its customers. Service quality is one the favorite areas to the researchers in their studies in retail banking industries (Johnston, 1997). Service quality has been considered as one of the most critical elements in the retail banking industry (Stanford, 1994). Zeithaml et al. (1990) found that in order for the business organizations to be successful and survive in the business competition, the most critical strategy is to deliver a superior service quality to their customers. Customer service quality is the driving force in both the traditional and virtual business worlds. In today’s dynamic business environment from the firm’s point of view it is about building and sustaining a strong relationship with their customers by understanding the ingredients of customer satisfaction (Banerjee, N., 2012). Academic literature suggests that customer satisfaction is a function of the discrepancy between a customer’s prior expectation and his or her perception regarding the purchase (Yi, 1990). Customer satisfaction can also be termed as the general attitude the customers have towards a product or service after they acquire and utilize it. In view of that, customer satisfaction is an evaluative judgment after the experience that consumer utilizes the product or service after a specific purchase selection (Oliver, 1992). Many studies have found that customer satisfaction play a mediating role in the customer satisfaction and customer loyalty relationship. Akhbar & Parvez (2009), in their study on 302 Telecommunication customers in Bangladesh telecommunication industry have found customer satisfaction to be an important mediator between perceived service quality and customer loyalty. Kumar et al. (2010), in their study on 100 bank customers in India have revealed that service quality fosters customer’s attitudinal loyalty through latent customer satisfaction. Enhancing customer loyalty has become a popular topic for managers, consultants, and academics. The arguments in support of loyalty are simple to understand. Loyal customers are reported to have higher customer retention rates, commit a higher share of their category spending to the firm, and are more likely to recommend others to become customers of the firm. (Reichheld, Sasser, 1990). Loyalty is a commitment of current customer in respect to a particular store, brand and service provider, when there are other alternatives that the current customer can choose for (Shankar, Smith & Rangaswamy, 2003). It forms positive attitudes by producing repetitive purchasing behavior from time to time. There is a strong connection customer loyalty and firm’s profit. Reicheld (2003) suggested that the most superior evidence of the customer loyalty is the proportion amount in percentage of current customers who are having lots of enthusiasm to recommend a specific good or service to their friends. Whereas the attitudinal perspective, the current customers have a feeling of belongings to a specific product or service or commitment of the current customers towards a specific good or service. Pearson (1996) has defined customer loyalty as a mindset of the customers who hold favorable attitudes towards a company, commit to repurchase the company’s product or service, and recommend the product or service to others.
2018 •
The purpose of this paper is to identify determinants of customer loyalty in Islamic banks in Pakistan. As product and service offered by banks are to a great extent homogenous, customer loyalty is for the most part connected with nature of certain tangible and intangible dimensions of services. Hence it is extremely important for banks to understand factors that lead to higher satisfaction and subsequent loyalty among customers. More than 372 respondents were surveyed to understand factors that lead to continuing a relationship with Islamic banks. Data for this study were collected by using a structured questionnaire containing two sections, where section one deals with demographic and social profile of respondents and section two contains questions related to empathy, compliance, reliability, satisfaction and loyalty for response measure Likert scale is used. Data is analyses by using The Statistical Program for Social Sciences (SPSS) followings tests were applied, reliability, no...
The aim of this study is to determine the role of service quality, customer satisfaction and bank image on customer loyalty and recommendation of the Islamic banks in Palestine. The confirmatory factor analysis was used to determine the different variables that were being studied in this research paper and their relationship with customer loyalty and recommendation. The research findings showed that customer satisfaction normally has an impact on the bank image a customer will create, ultimately affecting his or her customer loyalty and recommendation to a certain bank. Customer satisfaction is determined by the quality of services that he or she experiences in a bank. Therefore, if a customer receives service quality that meets or exceeds his or her expectations, then he or she will have a positive image of the bank, become satisfied and then will highly likely be loyal to a particular financial institution and recommend it to his or her friends
International Journal of Accounting and Financial Reporting
Factors affecting Customer Loyalty in Banking Sector: A study on Banks in Bahawalpur (Pakistan)2015 •
The emergence of new banking channels like as phone banking, Internet banking, Automated Teller Machines (ATM), furthermore developing financial market & global competition have constrained bankers to explore the importance of customer loyalty. For the banks to be successful in the intensively competitive environment, they are bound to attach importance to customer loyalty. The aim of this study is to investigate how the behavior and intentions of the respondents will be influenced by different factors of customer loyalty. The objectives of the current study are of two folds; firstly, to examine the relationship of trust, customer satisfaction and service quality with customer loyalty. Secondly, to determine which factor influenced customer loyalty the most? Data was collected through non probability convenience sampling, from a sample of 496 respondents by using a self-administered questionnaire. The collected Data was analyzed through regression technique using SPSS 17. Results of...
African Journal of Business Management
Determinants of customer loyalty in the banking sector: The case of Pakistan2010 •
This study measures the determinants of customer loyalty in the banking sector by analyzing variables such as customer satisfaction, brand trust, perceived price and service quality. Being a descriptive study, survey method is adopted for data collection. For data collection purpose, a questionnaire on the 5-point Likert scale was adopted and distributed among customers of banks. Reliability of instrument is determined by using Cronbach's Alpha. Correlation and regression techniques are used. The findings of the research reveal that perceived value, service quality, customer satisfaction, and brand trust significantly influence customer loyalty.
하동출장안마 ( 하동출장샵 )【카톡NW 30】주소Boss 20_net하동출장업소 ヴ 하동모텔출장 하동콜걸 ヴ 하동출장마사지 ヴ 하동최고서비스ヴ
하동출장안마 ( 하동출장샵 )【카톡NW 30】주소Boss 20_net하동출장업소 ヴ 하동모텔출장 하동콜걸 ヴ 하동출장마사지 ヴ 하동최고서비스ヴ2019 •
2017 •
Arxiv preprint arXiv:0708.4235
Minimal Distortion Bending and Morphing of Compact Manifolds2007 •
2022 •
International Journal of Data and Network Science
Energy efficient target set selection and buffer management for D2D mobile data offloading2021 •
2017 •
Scientific reports
Engineering protein processing of the mammary gland to produce abundant hemophilia B therapy in milk2015 •
Endokrynologia Polska
Czynnościowy podwzgórzowy brak miesiączki – trudności diagnostyczne, monitorowanie i leczenie2015 •
2015 •
Diabetes Research and Clinical Practice
Diabetic hand syndromes as a clinical and diagnostic tool for diabetes mellitus patients2011 •
International Microbiology
Como as análises de sequencias dos genes estão modificando a taxonomia bacteriana?: O caso de Klebsiella2004 •
Malaysian Journal of Science
Impact of Flood on Waste Generation and Composition in Kelantan2015 •
Molecular and Cellular Biology
Transcriptional repression by Msx-1 does not require homeodomain DNA-binding sites1995 •
Journal of vascular and interventional neurology
Small Intracranial Aneurysm Treatment Using Target (®) Ultrasoft (™) Coils2016 •
Journal of Educational Issues
Evaluation of the Impact of Harmony-Meter as a Global Strategy to Reverse Bullying2019 •
Journal of Nanoparticle Research
Erratum to: Measuring the development of a common scientific lexicon in nanotechnology2014 •
Journal of Information Science
The information content of titles of Arabic periodical articles1991 •
Bestuurswetenschappen
Leidende principes voor bestuurlijke innovatie: naar een robuust referentiekader2018 •
Journal of the Korean Society for Research on Nicotine and Tobacco
Changes of Cigarette Smoking Initiation Age among South Korean Adults: 2007-20122017 •
Analytical and Bioanalytical Chemistry
Electrochemiluminescence (ECL) immunosensor for detection of Francisella tularensis on screen-printed gold electrode array2016 •