An empirical investigation of customer satisfaction and loyalty across two divergent bank segments

By M. Pont, Lisa McQuilken. 2005

123 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/3ca17d7c507f8670961bf69c1c8b83c422de2ff9

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Martin Fraering
2. R. Law
3. Ivan Wen
4. Billy Bai
5. Michael S. Minor
6. Kazi Omar Siddiqi
7. Konstantina Tsiakali

In Organizational Behavior and Human Resource Management

1. Ivan Wen
2. Martin Fraering
3. R. Law
4. Billy Bai
5. Michael S. Minor
6. Kazi Omar Siddiqi
7. Dimitrios Buhalis
8. Kuo-Chien Chang

In Strategy and Management

1. Ivan Wen
2. Billy Bai
3. Kazi Omar Siddiqi

Citations in the corpus

• An Empirical Survey of Individual Consumer, Business Firm and Financial Institution Attitudes towards Islamic Methods of Finance (2008, unknown): “In terms of outcomes, Pont and McQuilken (2005) concluded that a high level of customer satisfaction impacted positively on the continued loyalty of a customer towards a particular bank.”
• Factors affecting the online travel buying decision: a review (2009, background): “Research has shown that customer satisfaction leads to initial and repeat purchase intention as well as customer loyalty (Anderson and Fornell, 1994; Kim and Lim, 2001; Koivumaki, 2001; Oliver, 1999; Pont and McQuilken, 2005; Ranaweera et al., 2008).”
• Beyond loyalty: customer satisfaction, loyalty, and fortitude (2013, background): “, 1998); and satisfaction affects consumer loyalty, willingness to pay more for services, and the response to a service failure (Pont and McQuilken, 2005).”
• An Empirical Study of an Online Travel Purchase Intention Model (2012, background): “…of travel website design, researchers (Jeong & Lambert, 1999, 2001; Law & Cheung, 2006; Law & Ngai, 2005; Morrison, Taylor, & Douglas, 2004; Pont & McQuilken, 2005) proposed different ways to evaluate design effectiveness, but no single method seems to outperform others (Law & Bai, 2006).”
• Assessing the outcomes of Generation‐Y customers' loyalty (2009, background): “In order to achieve customer loyalty, banks must be aware of those factors that lead to customer satisfaction and ultimately, to customer loyalty ( Pont and McQuilken, 2005”
• Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, background): “Pont and McQuilken (2005) found that Customer satisfaction and customer loyalty are related to each other, furthermore, they pointed out that Satisfied customers are not always loyal customers.”
• The impact of website quality on customer satisfaction and purchase intentions : evidence from Chinese online visitors (2008, background): “The marketing literature indicates that customer satisfaction leads to customer loyalty (Anderson and Fornell, 1994; Oliver, 1999; Pont and McQuilken, 2005).”