Service Loyalty in Retail Banking: An Empirical Study

被引：1
作者：
Mujinga, Mathias [1 ]
机构：
[1] Univ South Africa, Sch Comp, Johannesburg, South Africa
来源：
MARKETING AND SMART TECHNOLOGIES, ICMARKTECH 2019 | 2020年 / 167卷
关键词：
CUSTOMER SATISFACTION; QUALITY; PRIVATE; SECTOR; IMPACT;
D O I：
10.1007/978-981-15-1564-4_7
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The main objective of the paper is to report on the service loyalty of retail banking customers in South Africa. The findings are based on an empirical study that used SERVLOYAL measurement scale and obtained 520 complete and valid responses. The results show that service loyalty in retail banking in South Africa does not depend on gender, age or income of customers. However, the bank plays a crucial role in how customers perceive service loyalty.
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页码：59 / 66
页数：8
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