The antecedents of consumer loyalty in retail banking

By B. Lewis, M. Soureli. 2006

408 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/4f0fe808c0270aa4fa84a7a034cb3a4328019a4e

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In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Application of the Stimulus-Organism-Response model to the retail environment: the role of hedonic motivation in impulse buying behavior (2011, neutral): “satisfaction, loyalty) (Lewis and Soureli 2006 ; Schiffman and Kanuk 2000 ).”
The Effect of Servicescape Cleanliness on Customer Reactions (2010, background): “…servicescape elements in general (Baker, Grewal, & Parasuraman, 1994; Reimer & Kuehn, 2005) and specifically cleanliness (Wakefield & Blodgett, 1996) on perceived service quality, which in turn has been found to be related to customer trust (Chiou, Droge & Hanvanich, 2002; Lewis & Soureli, 2006).”
Customer switching behaviour in the Chinese retail banking industry (2010, background): “- 6 incidents that include: charges and their implementation, facilities and their availability, provision of information and confidentiality, and services issues relating to customers’ treatment. In addition, Levesque & McDougall (1996a) investigate customers’ bank switching and complaining behavio”
Customer expectations of CSR, perceived service quality and brand effect in Thai retail banking (2009, background): “The association between PSQ and trust is also demonstrated in the studies of Chiou and Droge (2006) and Lewis and Soureli (2006).”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, methodology): “This model is supported by Santouridis and Trivellas, 2010; Cheng et al., 2008; Bei and Chiao, 2006; Lewis and Soureli, 2006; Butcher et al., 2001.”
A model of customer loyalty and corporate social responsibility (2011, background): “Customer loyalty has been recognized over several decades for its role in the creation of many successful businesses (e.g. Chaudhuri and Holbrook, 2001; Day, 1969; Dick and Basu, 1994; Jacoby and Kyner, 1973; Kotler and Armstrong, 2008; Lewis and Soureli, 2006; Oliver, 1999; Reichheld, 1996; del Mar”
Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective (2019, background): “[23] and Lewis and Soureli [24] in lending credence to the foregoing, reckon that”
Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020, background): “Furthermore, Lewis and Soureli (2006) argued that SERVQUAL is not a reliablemodel to employ in different cultural settings as customers’ perceptions on quality vary and the extent to which cultures are individualistic and significant impacts customers’ evaluation on service providers.”
Assessing e‐commerce systems success: a respecification and validation of the DeLone and McLean model of IS success (2008, background): “Several prior studies in the ﬁeld of marketing also suggest that Perceived Quality, Information Quality and Service Quality are antecedents of overall customer satisfaction (e.g. Spreng et al ., 1996; Cronin et al ., 2000; Hellier et al ., 2003; Durvasula et al ., 2004; Lewis & Soureli, 2006).”
Intentions to use social media in organizing and taking vacation trips (2011, background): “…to the new supplier, the functional risk of the new supplier not being as good as the previous one and the loss of the benefits of special treatment and social connections (Brady, Robertson, & Cronin, 2001; Jones, Mothersbaugh, & Beatty, 2000; Lewis & Soureli, 2006; Patterson & Smith, 2001, 2003).”
Perceived value, customer attitude and loyalty in retailing (2008, background): “Among the factors that exert a fundamental infl uence on customer loyalty, the role of perceived value ( Nguyen and LeBlanc, 1998 ; Lewis and Soureli, 2006 ) and customer attitude ( Dick and Basu, 1994 ) has been emphasised.”
Assessing the outcomes of Generation‐Y customers' loyalty (2009, background): “Furthermore, customer satisfaction can also be attributed to extrinsic factors such as satisfaction with the frontline employees, the core service, or the organization in general ( Lewis and Soureli, 2006”