A model of customer loyalty in the retail banking market

By Asunción Beerli, Josefa D. Martín, A. Quintana. 2004

406 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/73ad128f048c67551e114d1d321f270f1d3ba960

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In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Effects of brand attitude and eWOM on consumers’ willingness to pay in the banking industry: Mediating role of consumer-brand identification and brand equity (2018, background): “Retail banking is an increasingly competitive industry where the differentiation level of products and services is still very low (Foo et al., 2008; Ferguson and Hlavinka, 2007; Beerli et al., 2004).”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, background): “There is a positive relationship between the two constructs (Beerli et al., 2004). The relationship between customer satisfaction and service quality is debatable. Some researchers argued that service quality is the antecedent of customer satisfaction, while others argued the opposite relationship. ”
Applying Maximum Likelihood and PLS on Different Sample Sizes: Studies on SERVQUAL Model and Employee Behavior Model (2010, background): “The service marketing literature devoted much attention to the relationship between perceived quality service and customer satisfaction as a “loyalty chain” component (e.g., Beerli et al. 2004; Bitner and Hubbert 1994; Caruana 2002; Cronin and Taylor 1992; Spreng and Mackoy 1996; Falk and Miller 1”
Internet banking acceptance model: Cross-market examination (2010, background): “In the technology acceptance context, Davis et al. (1989) acknowledge the need for additional research to investigate the impact of social influences on usage.”
Determinants of customer loyalty in the banking sector: The case of Pakistan (2010, background): “According to (Beerli et al., 2004) the factors which have influenced the customer loyalty in banking industry have been selected which are perceived quality, satisfaction and switching cost.”