Customer loyalty as a construct in the marketing of banking services
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Customer loyalty as a construct in the marketing of banking services by Arun K. Jain

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Published by INSEAD in Fontainbleau .
Written in English


Book details:

Edition Notes

Statementby Arun K. Jain, Christian Pinson and Naresh K. Malhotra.
SeriesWorking papers / INSEAD -- no.87/06
ContributionsPinson, Christian., Malhotra, Naresh K.
The Physical Object
Pagination45p. ;
Number of Pages45
ID Numbers
Open LibraryOL13919772M

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CHAPTER 4. MARKETING OF BANKING SERVICES A customer’s long-term relationship can be empirically represented by following a sequence that includes trust, which in uences relational com-mitment, which in turn in uences customer loyalty. Trust depends on con dence in another partner. The importance of trust in banks lies in. For instance, bank customers' motivations and loyalty (Hinson, ), the motivation of customers to switch from traditional banking to internet banking (Devlin & Yeung, ); (Muli, ), the. Extending the same example of service loyalty, suppose if it is required that we are to identify the relationship existing among the constructs such as service quality, service satisfaction and service loyalty (as frequently analyzed in the service marketing literature) for a typical retail banking services then the model would look like the. Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction Article (PDF Available) in European Journal of Marketing 36(7/8) August w

– The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality., – Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Multiple regression analysis assessed the impact on customer loyalty of four key construct of relationship marketing (Trust, Commitment, Communication and conflict handling). Abstract. Internet banking has become one of the widely used banking services among Malaysian retail banking customers in recent years. Despite its attractiveness, customer loyalty towards Internet banking website has become an issue due to stiff competition among the banks in Malaysia. Keywords: marketing, bank, banking services, marketing banking services 1. Introduction Today, due to the rapid growth of product and competitive market,demand for products and services often has a significant to rapid changes in the status of the competitors, technology and the desires of customers.

Determinants of customer loyalty in the banking sector: The case of Pakistan Article (PDF Available) in African journal of business management 4(6) July with 9, Reads.   Providing an excellent customer experience is important for any company, but it’s crucial in the financial services industry. Customers today have access to hundreds of options when deciding who will care for their money, and institutions compete for customers by offering lower fees, higher returns, and new digital services. As banking services become commoditized, how [ ]. “The key to customer retention is customer satisfaction”(Kotler,, p. 20).Consequently, customer satisfaction has developed extensively as a basic construct for monitoring and controlling activities in the re-lationship marketing is exemplified through the develop-ment and publication of a large number of company,industry-wide. Customer retention has been conceptualized as a dimension of a customer loyalty construct as shown by [Boulding, Kalbra, Staeling, and Zeithaml () & Zeithaml, Berry, and Parasuraman()]. has been designed so as to take responses from customers who are using e-banking services and from prospective customers of e-banking also. The.