Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan

By Faizan Mohsan, M. Nawaz, M. S. Khan, Zeeshan Shaukat, Numan Aslam. 2011

300 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/50c1353ccd8133658fc69f17b7f1d76cf2637b30

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1. Mesay Sata Shanka
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Citations in the corpus

• Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector (2012, background): “A satisfied customer is six times more likely to repurchase a product and share his experience with five or six other people (Grönroos, 2000; Zairi, 2000); further unsatisfied customer can banish more business from the organization than ten highly satisfied customers do (Mohsan, 2011).”
• Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014, methodology): “Additionally a 3 items scale for dependent variable customer satisfaction and a 4 items scale for the other dependent variable customer loyalty have adopted from Mohsan et al. (2011) The second section contained questions on the demographic characteristics of the subjects.”