文章基本信息

标题：Factors behind loyalty in banking - a study based on state-owned commercial banks in Bangladesh
本地全文：下载
作者：Serajul Islam ; AM Shahabuddin ; Najneen Jahan Chowdhury 等
期刊名称：IIUC Studies
印刷版ISSN：2408-8544
出版年度：2016
卷号：13
页码：27-42
DOI：10.3329/iiucs.v13i0.37644
语种：English
出版社：International Islamic University Chittagong
摘要：This paper focuses on the causes of customer satisfaction and its relationship with loyalty in state-owned banking in Bangladesh. The study was conducted in ten branches of six state-owned commercial banks in Chittagong metropolitan area of Bangladesh. Some of the most influencing factors of loyalty have been identified in the study such as having understanding the specific needs of their customers; providing services timely, caring to customers, having required knowledge and skill of employees to perform the services and so on. This study provides some guidelines for developing customer loyalty in banking services. IIUC Studies Vol.13 December 2016: 27-42
其他摘要：This paper focuses on the causes of customer satisfaction and its relationship with loyalty in state-owned banking in Bangladesh. The study was conducted in ten branches of six state-owned commercial banks in Chittagong metropolitan area of Bangladesh. Some of the most influencing factors of loyalty have been identified in the study such as having understanding the specific needs of their customers; providing services timely, caring to customers, having required knowledge and skill of employees to perform the services and so on. This study provides some guidelines for developing customer loyalty in banking services.IIUC Studies Vol.13 December 2016: 27-42
关键词：Customer;Loyalty;Recovery;Satisfaction;Service;Quality