Correlates of customer loyalty to their bank: a case study in Nigeria

By B. Ehigie. 2006

343 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/842dadadbc35e2a41a25511aec64459f48ab34df

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In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2018, methodology): “However, SERVQUAL framework has been used to assess service quality in a variety of sectors such as banking (Ehigie, 2006; Paul et al., 2016), hospitality (Nadiri and Hussain, 2005), internet marketing (Long and McMellon, 2004), insurance (Tsoukatos and Rand, 2006), and restaurants (Qin et al.,…”
Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances (2009, background): “…demonstrated that customer satisfaction serves as a link to critical consumer behaviors, such as cross-buying of financial services, positive word-of-mouth, willingness to pay a premium-price, and tendency to see one’s bank as a ‘‘relationship’’ bank (Winstanley, 1997; Ehigie, 2006; Ndubisi, 2006).”
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, background): “Researchers such as Winstanley (1997), Ehigie (2006) and Ndubisi (2006), have proven that customer satisfaction is a link between critical customer behaviours and the tendency of an individual to consider his/her bank as one that he/she has a relationship with.”
Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, background): “, 2005); the UK (Aldlaigan and Buttle, 2002); Nigeria (Ehigie, 2006); South Korea (Chi Cui et al.”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, background): “Published by Canadian Center of Science and Education 19 the predictors of customer loyalty (Tariq and Moussaoui, 2009; Han et al., 2008; Ehigie, 2006).”
Customer switching behaviour in the Chinese retail banking industry (2010, background): “For example, Ehigie (2006) examines how customer expectations, perceived service quality, and satisfaction predict loyalty among bank customers in Nigeria.”
Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use (2011, result): “As in previous studies that were focused on the traditional banking sphere (Baumann, Burton, Elliot, & Kehr, 2007; Ehigie, 1996), the results show that when customers are satisfied with a particular bank, they are willing to recommend the bank to others.”
The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010, background): “This evidence is supported by the findings by Butcher (2001), Ndubisi (2006) and Ehigie (2006).”
A model of customer loyalty in the retail banking market (2017, background): “Osayawe Ehigie (2006) performed a survey to explore customers' expectations from bank services on the basis of which measurement scales were developed among employees of Nigerian bank including operators of savings, current, and electronic bank accounts.”
Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014, background): “Further they found that service quality has a strong positive impact on these dimensions of customer loyalty (Ehigie, 2006; Wong & Sohal, 2003; Bloemer et al., 1998; and Bitner, 1990).”