International Journal of Bank Marketing: Article Information
International Journal of Bank Marketing: Article Information
International Journal of Bank Marketing: Article Information
Investigating drivers of bank loyalty: the complex relationship between image, service quality and
satisfaction
Jose Bloemer Ko de Ruyter Pascal Peeters
Article information:
To cite this document:
Jose Bloemer Ko de Ruyter Pascal Peeters, (1998),"Investigating drivers of bank loyalty: the complex relationship between
image, service quality and satisfaction", International Journal of Bank Marketing, Vol. 16 Iss 7 pp. 276 - 286
Permanent link to this document:
http://dx.doi.org/10.1108/02652329810245984
Access to this document was granted through an Emerald subscription provided by emerald-srm:540251 []
For Authors
If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service
information about how to choose which publication to write for and submission guidelines are available for all. Please
visit www.emeraldinsight.com/authors for more information.
Jose Bloemer
Associate Professor of Marketing, Department of Applied Economics, Limburg
University Centre, Diepenbeek, Belgium
Ko de Ruyter
Associate Professor of Marketing, Faculty of Economics and Business
Administration, Maastricht University, Maastricht, The Netherlands
Pascal Peeters
Research Assistant, Faculty of Economics and Business Administration,
Maastricht University, Maastricht, The Netherlands
International Journal of
Bank Marketing
16/7 [1998] 276286
MCB University Press
[ISSN 0265-2323]
[ 276 ]
Introduction
During the past decade, the financial services
sector has undergone drastic changes, resulting in a market place which is characterised
by intense competition, little growth in primary demand and increased deregulation. In
the new market place, the occurrence of committed and often inherited relationships
between a customer and his or her bank is
becoming increasingly scarce (Levesque and
McDougall, 1996). Several strategies have
been attempted to retain customers. In order
to increase customer loyalty, many banks
have introduced innovative products and
services (Meidan, 1996). However, as such
innovations are frequently followed by similar charges, it has been argued that a more
viable approach for banks is to focus on less
tangible and less easy-to-imitate determinants of customer loyalty such as customer
evaluative judgements like service quality
and satisfaction (Worcester, 1997; Yavas and
Shemwell, 1996). Surprisingly, however, while
there has been a large number of studies that
focused on service quality and satisfaction
issues (Lewis, 1993), research on the relationship between satisfaction, service quality and
loyalty in retail banking has remained limited. Yet, in the present environment of
increased competition with rapid market
entry of new service concepts and formats,
the challenge of increasing loyalty also presents a challenge of a more in-depth understanding of the complex relationship between
aforementioned types of customer evaluative
judgements and loyalty.
In addition, there is some evidence that
loyalty may also be determined by image
(Mazursky and Jacoby, 1986; Murphy, 1996;
Osman, 1993). Again, it has remained unclear
whether there is a direct relationship
between image and loyalty or whether this
relationship is mediated by, for instance,
satisfaction and perceived service quality. In
Service loyalty
Research into customer loyalty has focused
primarily on product-related or brand loyalty,
whereas loyalty to service organisations has
remained underexposed (Gremler and
Brown, 1996). Frequently, a high positive
correlation between the constructs of satisfaction and quality and product loyalty is
reported. Likewise, with regards to service
loyalty, perceived service quality as well as
satisfaction have been identified as key
antecedents in banking as well as in other
service industries (Dick and Basu, 1994;
Lewis, 1993). However, there are a number of
reasons why findings in the field of product
loyalty cannot be generalised to service loyalty and more research into specific service
sectors is needed (Gremler and Brown, 1996;
Keaveney, 1995). Service loyalty is more
International Journal of
Bank Marketing
16/7 [1998] 276286
[ 277 ]
International Journal of
Bank Marketing
16/7 [1998] 276286
[ 278 ]
perceived service quality and client satisfaction (Murphy, 1996; Smith, 1992). Both concepts have been frequently used and measured in the retail banking services area
(Lewis, 1993; Lewis and Mitchell, 1990; Smith,
1992). However, it has been argued that problems of definition, delineation and conceptualisation concerning these evaluative judgements still exist (De Ruyter et al., 1997). Much
of the confusion arises from the fact that both
forms of evaluative judgements are based on
comparable underlying constructs. Clients
form expectations prior to their encounter
with a bank (employee), they develop perceptions during the service delivery process and
subsequently they compare their perceptions
to their expectations in evaluating the outcome of the service encounter. While service
quality and satisfaction are concepts that
have a number of similar characteristics,
they have points of differentiation as well, as
becomes clear from major advances in the
services marketing literature (Patterson and
Johnson, 1993). In the first place, it is
frequently argued that in order to form a
satisfaction judgement, consumers must have
experienced a service, whereas perceived
service quality is generally viewed as being
not necessarily experience-based. Second, it
has been argued that the two concepts are
determined by different antecedents. Evidence exists regarding a number of cognitive
and affective processes (equity, attributions,
cost/benefit analyses) that influence satisfaction. The number of antecedents to service
quality is regarded as more limited (Oliver,
1993). Clearly the two types of evaluative
judgement are not perceived as isomorphic
and increasingly treated as separate constructs in research on services. There is a
growing consensus on the sequential order of
service quality and satisfaction. The latter is
increasingly regarded as the superordinate
construct based on conceptual work by Oliver
(1993) and Rust and Oliver (1994), and empirical evidence provided by Cronin and Taylor
(1992) and De Ruyter et al. (1997). Cronin and
Taylor (1992) undertook an empirical test of
the reciprocity between satisfaction and
quality across several service industries.
Using structural equation modelling, they
found that service quality can be seen as a
determinant of satisfaction which in turn
influences purchase intentions. Lately, however, it has been suggested that, in addition to
service quality and satisfaction, image is also
an important determinant of customer
patronage. We will discuss image in the next
section.
An empirical study
Data collection
An empirical study was conducted among
customers of a major bank in The Netherlands in 1996. Nationwide, 2,500 existing private customers were interviewed by phone
with regard to their image of the bank, their
quality perception of the bank, their satisfaction with the bank and their loyalty towards
the bank. The sample was randomly drawn
and found to be representative for the banks
private customers by checking the customer
database. Moreover, the descriptive data gathered in the study were compared with demographic variables that were available from
previous market research studies within this
bank.
Questionnaire development
The design of the questionnaire was primarily based on multiple-item measurement
scales taken from previous research. The
items were adapted to the specific characteristics of our research setting. The image (IM)
of the bank was measured with a scale containing 17 four-point Likert-scale items, ranging from 1 = completely disagree, to 4 = completely agree. The scale was developed on the
basis of a qualitative research study
conducted prior to the quantitative data collection phase. This scale was also pre-tested
and found to be valid and reliable on the basis
of our study. The Cronbach alpha for this
scale was 0.83.
With regards to perceived service quality,
items were based on the service quality literature (e.g. Parasuraman et al., 1988) on the
results of a qualitative study for the bank
setting. The quality perception (QUA) of the
bank was measured with a scale containing
19 four-point Likert-scale items. The Cronbach alpha for this scale was 0.73.
In order to measure satisfaction, customers
were asked to state their satisfaction (SAT)
with the bank (how satisfied are you with
Results
In Table I, we present an overview of the correlations between the variables: image, quality, satisfaction and loyalty[1].
Table I shows that all the correlation coefficients are significant (p < 0.001). Furthermore, there is a clear positive relationship
between image and quality (r = 0.59), image
and satisfaction (r = 0.44), image and loyalty
(r = 0.53), quality and satisfaction (r = 0.55),
quality and loyalty (r = 0.66) and satisfaction
and loyalty (r = 0.59).
Next, we used multivariate regression
analysis to gain additional insight into the
data and to test our hypotheses.
We expect a positive direct relationship
between the image of a bank and the loyalty
towards that bank. For this purpose we specify a model to test the relationship between
image and loyalty, and the effects of quality
and satisfaction on loyalty:
LOY = b0 + b1 * SAT + b2 * QUA +
b3 * IM + 1 (Model 1.1)
where SAT = satisfaction; QUA = quality
perceptions; IM = image; and LOY = loyalty of
the customers towards the bank. The results
of this analysis are shown in Table II.
Table II shows that both quality perception
and satisfaction have a positive impact on
loyalty (beta = 0.38 and beta = 0.42 respectively). Image has no significant influence on
loyalty. The explained variance of loyalty by
quality and satisfaction is 53 per cent.
We expect an indirect positive effect
between the image of a bank and the loyalty
towards that bank through satisfaction (i.e. a
mediator effect). For this purpose we specify
[ 279 ]
Table I
Pearson correlations between the central
variables
International Journal of
Bank Marketing
16/7 [1998] 276286
QUA
IM
IM
QUA
SAT
LOY
0.59a
0.44a
0.53a
0.55a
0.66a
SAT
0.59a
Notes: IM = image; QUA = quality perceptions; SAT =
overall satisfaction; LOY = loyalty; a = one-tailed
significance < 0.001
Table II
Results of regressions analysis based on
model 1.1a
beta
Intercept
1.48
0.00
SAT
0.44
0.42
0.00
QUA
1.30
0.38
0.00
IMb
R2
0.53
Note: aLOY = bo + b1 * SAT + b2 * QUA + b3 * IM + 1;
b = not significant (p > 0.05); IM = image; QUA = quality
perceptions; SAT = overall satisfaction; LOY = loyalty
a model to test the relationship between
image and satisfaction, we also incorporated
the effects of quality.
SAT = b0 + b1 * QUA + b2 * IM + 1 (Model
1.2)
where SAT = satisfaction; QUA = quality
perceptions; and IM = the image of the bank.
The results of this analysis are shown in
Table III.
Table III shows that only quality perception
has a significant effect on the loyalty of the
customers towards this bank (beta = 0.55).
The explained variance of the loyalty of the
customer by the quality perception is 30 per
cent. Image seems to have no impact on loyalty here.
We expect an indirect positive effect
between the image of a bank and the loyalty
Table III
Results of regressions analysis based on
model 1.2a
beta
Intercept
0.92
0.00
QUA
1.85
0.55
0.00
IMb
R2
0.30
Notes: aSAT = b0 + b1 * QUA + b2 * IM + 1;
b = not significant (p > 0.05);
IM = image; QUA = quality perceptions; SAT = overall
satisfaction
[ 280 ]
Table IV
Results of regressions analysis based on
model 1.3a
beta
Intercept
0.44
QUA
0.47
0.59
R2
0.34
Notes: aQUA = b0 + b1 * IM + 1;
IM = image; QUA = quality perceptions
p
0.00
0.00
Figure 1
Model based on ordinary multivariate least squares analyses
= .59
QUA
= .38
= .55
IM
SAT
LOY
= .42
Table V
Result factor analysisa on image items
Item
Customer contacts (IFI)
8
5
7
10
Advice (IF2)
13
4
6
Relationship driven (IF3)
15
Description
Factor loadingsb
Little or no mistakes
Customer treated respectfully
Time arrangement
Time and attention to customer
0.76436
0.75255
0.64440
0.58235
0.82671
0.68525
0.66151
0.77410
16
0.67089
17
0.62373
Position in the market (IF4)
1
New products or services
0.74323
9
Attractive advertisements
0.61260
11
Strongest financial institutions of
the world
0.51652
2
Modern
0.49383
Society-driven (IF5)
12
Financial institution for everyone
0.81116
14
Strong commitment to society
0.60782
Prices (IF6)
3
Reasonable prices
0.74857
Total explained variance
63.8%
Notes: a = Using principal axis factoring and varimax rotation; b = Factor loadings > 0.4
[ 281 ]
International Journal of
Bank Marketing
16/7 [1998] 276286
Table VI
Result factor analysisa on quality items
Item
Description
Factor loadingsb
Reliability (QFI)
10
Accuracy of employees
0.69945
7
Expertise of employees
0.59682
6
Handling complaints
0.57773
16
Personalised consulting
0.57432
14
Privacy at the office
0.40249
18
Proactive suggestions
Empathy (QF2)
17
Attention of employees
0.74234
9
Kindness of employees
0.73697
13
Efforts for the customer
0.58296
11
Recognition by employees
0.40747
Efficiency (QF3)
15
Queuing time at the office
0.79880
8
Speed of handling at the office
0.75316
Interest rates (QF4)
4
Level of savings rates
0.75083
5
Level of mortgage rates
0.74595
Procedures (QF5)
1
Sending invoices
0.76423
3
Cost of using an account
0.66828
Expertise (QF6)
19
Expertise on investment funds
0.86090
Access to money (QF7)
2
Hours of opening
0.73091
12
Trouble-free cash dispenser
0.55281
Total explained variance
58.7%
Notes: a = Using principal axis factoring and varimax rotation; b = Factor loadings > 0.4
[ 282 ]
Table VII
Results of regressions analysis with factor
scores according to model 2.1a
beta
Intercept
0.54
0.05
SAT
0.38
0.38
0.00
QF1
0.36
0.36
0.00
QF2
not significant (p > 0.05)
QF3
0.14
0.18
0.01
QF4
not significant (p > 0.05)
QF5
not significant (p > 0.05)
QF6
not significant (p > 0.05)
QF7
not significant (p > 0.05)
IF1
not significant (p > 0.05)
IF2
not significant (p > 0.05)
IF3
not significant (p > 0.05)
IF4
0.27
0.30
0.00
IF5
not significant (p > 0.05)
IF6
not significant (p > 0.05)
R2
0.58
Notes: aLOY = bo + b1 * SAT + b2 * QF1 + ...+ b8 * QF7
+ b9 * IF1 + ... + b14 * IF6 + 1;
IF1 ... IF6 = factor scores image; QF1 ... QF6 = factor
scores of quality perceptions; SAT = overall satisfaction;
LOY = loyalty
Table VIII
Results of regressions analysis with factor
scores according to model 2.2a
beta
Intercept
3.51
0.00
QF1
0.39
0.39
0.00
QF2
0.32
0.32
0.00
QF3
not significant (p > 0.05)
QF4
not significant (p > 0.05)
QF5
not significant (p > 0.05)
QF6
not significant (p > 0.05)
QF7
not significant (p > 0.05)
IF1
not significant (p > 0.05)
IF2
not significant (p > 0.05)
IF3
not significant (p > 0.05)
IF4
not significant (p > 0.05)
IF5
not significant (p > 0.05)
IF6
not significant (p > 0.05)
R2
0.25
Notes: aSAT = b0 + b1 * QF1 + ... + b7 * QF7 + b8 * IF1
+ ... + b13 * IF6 + 1;
IF1 ... IF6 = factor scores image; QF1 ... QF6 = factor
scores of quality perceptions; SAT = overall satisfaction
International Journal of
Bank Marketing
16/7 [1998] 276286
Table IX
Results of regressions analysis with factor
scores according to models 2.3a, 2.4b and 2.5c
b
Model 2.3a
Intercept
IF1
IF2
IF3
IF4
IF5
IF6
R2
Model 2.4b
Intercept
IF1
IF2
IF3
IF4
IF5
IF6
R2
Model 2.5c
Intercept
IF1
IF2
IF3
IF4
IF5
IF6
R2
beta
0.00
0.01
0.02
0.03
Notes:
aQF1 = b + b * IF1 + ... + b * IF6 + ;
0
1
6
1
bQF2 = b + b * IF1 + ... + b * IF6 + ;
0
1
6
1
cQF3 = b + b * IF1 + ... + b * IF6 + ;
0
1
6
IF1 ... IF6 = factor scores image;
QF1 ... QF6 = factor scores of quality perceptions
Theoretical implications
An important implication of our results is
that analysis on the level of the various
underlying dimensions of elusive and difficult to operationalise constructs like image
and quality provides additional insight into
the relationship among them. Our analysis
shows that, although we did not find a direct
relationship between the overall image construct and loyalty, one distinct dimension
(position in the market) has a direct positive
effect on customer loyalty. Likewise, in
addition to the direct positive effect of the
overall quality construct, we are now able to
nuance that finding as it becomes clear that
specifically reliability and efficiency could be
viewed as important determinants of loyalty.
Therefore, our initial rejection of H1 could be
revoked on the basis of the multi-dimensional
approach that was taken subsequently. Thus,
[ 283 ]
Figure 2
Model based on factor analyses in combination with ordinary multivariate least squares analyses
= .18
Society
driven
= .32
Empathy
Satisfaction
= .20
= .38
Loyalty
= .39
= .32
Customer
contacts
= .36
Reliability
= .18
Efficiency
= .30
= .16
Position in
the market
Managerial implications
In terms of the practical relevance of our
research, a number of managerial implications may be derived. First of all, reliability
seems to be the most important factor influencing customer loyalty with banks. Looking
at the individual indicators of this quality
dimension, it follows that banks should invest
in monitoring employees in order to make a
trustworthy impression on the customers,
both in the case of the general service
encounter, as well as in the handling of customer complaints. In the dialogue with bank
customers, management and employees
should strive to find out what customers
expect in terms of accuracy, expertise, complaint handling and proactive suggestions.
This implies an extensive and continuous
training program.
Following from the importance of the reliability dimension, customers apparently look
for external cues in order to be able to
[ 284 ]
which seems to be a construct that has a relatively low direct impact on bank loyalty, especially when one considers the influence of the
individual dimensions of image.
Note
1. Additional information on the data set may be
obtained from the authors.
References
Allen, N.J. and Meyer, J.P. (1990), The measurement and antecedents of affective, continuance, and normative commitment to the organization, Journal of Occupational
Psychology, Vol. 63, pp. 1-18.
Berry, L.L. (1983), Relationship marketing, in
Berry, L.L., Shostack, G.L. and Upah, G.D.
(Eds), Perspectives on Services Marketing,
American Marketing Association, Chicago,
IL.
Bloemer, J.M.M. and Kasper, J.D.P. (1995), The
complex relationship between consumer
satisfaction and brand loyalty, Journal of
Economic Psychology, Vol. 16, pp. 311-29.
Brislin, R. W. (1980), Translation and content
analysis of oral and written materials, in
Triandis, H.C. and Berry, J.W. (Eds), Handbook
of Cross-Cultural Psychology: Methodology,
Volume 2, Allyn & Bacon, Boston, MA.
Cronin, J.J. and Taylor, S.A. (1992), Measuring
service quality: a re-examination and extension, Journal of Marketing, Vol. 56, pp. 55-68.
Crosby, L.A., Evans, K.R. and Cowles, D. (1990),
Relationship quality in services selling: an
interpersonal influence perspective, Journal
of Marketing, Vol. 54, pp. 68-81.
Czepiel, J.A. (1990), Service encounters and
service relationships: implications for
research, Journal of Business Research, Vol.
20, pp. 13-21.
Czepiel, J.A. and Gilmore, R. (1987), Exploring
the concept of loyalty in services, in
Czepiel, J. A., Congram, C.A. and Shanahan, J.
(Eds), The Services Marketing Challenge: Integrating for Competitive Advantage, AMA,
Chicago, IL, pp. 91-4.
Darden, W.R. and Schwinghammer, J.K.L. (1985),
The influence of social characteristics on
perceived quality in patronage choice behavior, in Jacoby, J. and Olson, J. (Eds), Perceived
Quality: How Consumers View Stores and Merchandise, Lexington Books, Lexington, MA,
pp. 161-72.
Day, G.S. (1969), A two-dimensional concept of
brand loyalty, Journal of Advertising
Research, Vol. 9, pp. 29-36.
De Ruyter, J.C., Bloemer, J.M.A. and Peters, P.
(1997), Merging service quality and service
satisfaction: an empirical test of an integrative
framework, Journal of Economic Psychology,
Vol. 18, pp. 387-406.
[ 285 ]
International Journal of
Bank Marketing
16/7 [1998] 276286
[ 286 ]
Patterson, P.G. and Johnson, L.W. (1993), Disconfirmation of expectations and the gap model of
service quality: an integrated paradigm,
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, pp. 90-9.
Render, B. and OConnor, T.S. (1976), The influence of price, store name and brand name on
perception of product quality, Journal of the
Academy of Marketing Science, Vol. 4, Fall,
pp. 722-30.
Rust, R.T. and Oliver, R.L. (1994), Service quality:
insights and managerial implications from the
frontier, in Rust, R.T. and Oliver, R.L. (Eds),
Service Quality: New Directions in Theory and
Practice, Sage, London, pp. 1-19.
Shemwell, D.J., Cronin, J.J. and Bullard, W.R.
(1994), Relational exchange in services: an
empirical investigation of ongoing customer
service-provider relationships, International
Journal of Service Industry Management, Vol. 5,
pp. 57-68.
Sirgy, M.J. and Samli, A.C. (1989), A path analytic
model of store loyalty involving self-concept,
store image, geographic loyalty, and socioeconomic status, Journal of the Academy of Marketing Science, Vol. 13 No. 3, pp. 265-91.
Smith, A.M. (1992), The consumers evaluation of
service quality: some methodological issues,
in Whitelock, J. (Ed.), Proceedings of the 1992
Annual Conference, MEG, University of Salford,
Marketing in the New Europe and B eyond, pp.
633-48.
Snyder, D.R. (1986), Service loyalty and its measurement: a preliminary investigation, in
Venkatesan, M., Schmalensee, D.M. and Marshall, C. (Eds), Creativity in Service Marketing:
Whats New, What Works, Whats Developing,
AMA, Chicago, IL, pp. 44-8.
Stafford, J.E. and Enis, B.M. (1969), The pricequality relationship: an extension, Journal of
Marketing Research, Vol. 6, November, pp. 456-8.
Surprenant, C.F. and Solomon, M.R. (1987), Predictability and personalization in the service
encounter, Journal of Marketing, Vol. 51,
pp. 86-96.
Worcester, R.M. (1997), Managing the image of
your bank: the glue that binds, International
Journal of Bank Marketing, Vol. 15 No. 5,
pp. 146-52.
Yavas, U. and Shemwell, D.J. (1996), Bank image:
exposition and illustration of correspondence
analysis, International Journal of Bank Marketing, Vol. 14 No. 1, pp. 15-21.
Zeithaml, V.A. (1981), How consumer evaluation
processes differ between goods and services,
in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, AMA, Chicago, IL.
22. Laszlo Sajtos University of Auckland Business School, The University of Auckland, Auckland, New Zealand Henning Kreis
Marketing Department, Free University of Berlin, Berlin, Germany Roderick Brodie University of Auckland Business School,
The University of Auckland, Auckland, New Zealand . 2015. Image, brand relationships and customer value. Journal of Service
Theory and Practice 25:1, 51-74. [Abstract] [Full Text] [PDF]
23. Sabina Takar Beloglavec, Urban ebjan. 2015. Is Trust in Banks in Slovenia Put to the Test?. Nae gospodarstvo/Our economy
61. . [CrossRef]
24. Gyaneshwar Singh Kushwaha, Shiv Ratan Agrawal. 2015. An Indian customer surrounding 7Ps of service marketing. Journal
of Retailing and Consumer Services 22, 85-95. [CrossRef]
25. Jinhua Zhao, Valerie Webb, Punit Shah. 2014. Customer Loyalty Differences Between Captive and Choice Transit Riders.
Transportation Research Record: Journal of the Transportation Research Board 2415, 80-88. [CrossRef]
26. Beln Ruiz, gueda Esteban, Santiago Gutirrez. 2014. Determinants of reputation of leading Spanish financial institutions
among their customers in a context of economic crisis. BRQ Business Research Quarterly 17, 259-278. [CrossRef]
27. Akram Mahmoud Al-jazzazi School of Business and Law, Central Queensland University, Rockhampton, Australia Parves
Sultan School of Business and Law, Central Queensland University, Rockhampton, Australia . 2014. Banking service quality
in the Middle Eastern countries. International Journal of Bank Marketing 32:7, 688-700. [Abstract] [Full Text] [PDF]
28. W. Schlesinger, A. Cervera, H. Caldern. 2014. El papel de la confianza, la imagen y los valores compartidos en la creacin de
valor y lealtad: aplicacin a la relacin egresado-universidad. Revista Espaola de Investigacin en Marketing ESIC 18, 126-139.
[CrossRef]
29. Dr Kristina Heinonen Gustav Medberg CERS Centre for Relationship Marketing and Service Management and Department
of Marketing, Hanken School of Economics, Helsinki, Finland Kristina Heinonen CERS Centre for Relationship Marketing
and Service Management and Department of Marketing, Hanken School of Economics, Helsinki, Finland . 2014. Invisible
value formation: a netnography in retail banking. International Journal of Bank Marketing 32:6, 590-607. [Abstract] [Full
Text] [PDF]
30. Apostolos N. Giovanis, Dimitris Zondiros, Petros Tomaras. 2014. The Antecedents of Customer Loyalty for Broadband
Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia - Social and Behavioral Sciences
148, 236-244. [CrossRef]
31. Shalom Levy Graduate School of Business Administration, Ariel University Center, Ariel, Israel . 2014. Does usage level of
online services matter to customers bank loyalty?. Journal of Services Marketing 28:4, 292-299. [Abstract] [Full Text] [PDF]
32. Stella Kladou School of Social Sciences, Hellenic Open University, Patras, Greece John Kehagias School of Social Sciences,
Hellenic Open University, Patras, Greece . 2014. Developing a structural brand equity model for cultural destinations. Journal
of Place Management and Development 7:2, 112-125. [Abstract] [Full Text] [PDF]
33. M.A.H. Farquad, Vadlamani Ravi, S. Bapi Raju. 2014. Churn prediction using comprehensible support vector machine: An
analytical CRM application. Applied Soft Computing 19, 31-40. [CrossRef]
34. Myria Ioannou, Nikolaos Boukas, Evi Skoufari. 2014. Examining the role of advertising on the behaviour of co-operative
bank consumers. Journal of Co-operative Organization and Management 2, 24-33. [CrossRef]
35. Ugur Yavas Department of Management and Marketing, East Tennessee State University, Johnson City, Tennessee, USA
Emin Babakus Department of Marketing and Supply Chain Management, University of Memphis, Memphis, Tennessee,
USA George D. Deitz Department of Marketing and Supply Chain Management, University of Memphis, Memphis,
Tennessee, USA Subhash Jha Indian Institute of Management, Udaipur, India . 2014. Correlates of customer loyalty to
financial institutions: a case study. Journal of Consumer Marketing 31:3, 218-227. [Abstract] [Full Text] [PDF]
36. Johra Kayeser Fatima School of Business, Curtin University, Sarawak, Malaysia Mohammed Abdur Razzaque School of
Marketing, University of New South Wales, Sydney, Australia . 2014. Service quality and satisfaction in the banking sector.
International Journal of Quality & Reliability Management 31:4, 367-379. [Abstract] [Full Text] [PDF]
37. Monireh Salehnia, Maryam Saki, Alireza Eshaghi, Nafiseh SalehniaA model of E-Loyalty and word-of-mouth based on etrust in E-banking services (case study: Mellat Bank) 1-7. [CrossRef]
38. Ruchi Garg Department of Management, Indian Institute of Technology, Roorkee, India Zillur Rahman Department of
Management, Indian Institute of Technology, Roorkee, India M.N. Qureshi Faculty of Technology and Engineering, The
M.S. University of Baroda, Vadodara, India . 2014. Measuring customer experience in banks: scale development and validation.
Journal of Modelling in Management 9:1, 87-117. [Abstract] [Full Text] [PDF]
39. Medha Srivastava, Alok Kumar Rai. 2014. An investigation into service qualitycustomer loyalty relationship: the moderating
influences. DECISION 41, 11-31. [CrossRef]
40. Ajimon George, G. S. Gireesh Kumar. 2014. Impact of service quality dimensions in internet banking on customer satisfaction.
DECISION 41, 73-85. [CrossRef]
41. Ali Dehghan Business & Economics, Wesleyan College, Macon, Georgia, USA John Dugger School of Technology Studies,
Eastern Michigan University, Ypsilanti, Michigan, USA David Dobrzykowski Rutgers Business School, Rutgers, The State
University of New Jersey, Newark and New Brunswick, New Jersey, USA Anne Balazs Marketing, Eastern Michigan
University, Ypsilanti, Michigan, USA . 2014. The antecedents of student loyalty in online programs. International Journal of
Educational Management 28:1, 15-35. [Abstract] [Full Text] [PDF]
42. Wen-Jung Chen, Mei-Liang Chen. 2014. Factors Affecting the Hotel's Service Quality: Relationship Marketing and
Corporate Image. Journal of Hospitality Marketing & Management 23, 77-96. [CrossRef]
43. Abdullahi Hassan Gorondutse, Haim Hilman. 2014. Mediation effect of customer satisfaction on the relationships between
service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal
of Management Science and Engineering Management 9, 1-8. [CrossRef]
44. Lisa Qixun Siebers, Tao Zhang, Fei Li. 2013. Retail positioning through customer satisfaction: an alternative explanation to
the resource-based view. Journal of Strategic Marketing 21, 559-587. [CrossRef]
45. Sam Thomas. 2013. Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores.
DECISION 40, 15-25. [CrossRef]
46. Jung-Hwan Kim, Minjeong Kim, Jay Kandampully. 2013. The Impact of E-Retail Environment Characteristics on ESatisfaction and Purchase Intent. International Journal of Service Science, Management, Engineering, and Technology 2:10.4018/
jssmet.20110701, 1-19. [CrossRef]
47. David Muturi and Jackline Sagwe Daniel Kipkirong Tarus School of Business and Economics, Moi University, Eldoret, Kenya
Nicholas Rabach School of Business and Economics, Moi University, Eldoret, Kenya . 2013. Determinants of customer loyalty
in Kenya: does corporate image play a moderating role?. The TQM Journal 25:5, 473-491. [Abstract] [Full Text] [PDF]
48. I Gede Mahatma Yuda BaktiIndonesian Institute of Sciences, Tangerang Selatan, Indonesia Sik SumaediIndonesian Institute
of Sciences, Tangerang Selatan, Indonesia. 2013. An analysis of library customer loyalty. Library Management 34:6/7, 397-414.
[Abstract] [Full Text] [PDF]
49. So-Hyun Lee, Seung-Eui Noh, Hee-Woong Kim. 2013. A mixed methods approach to electronic word-of-mouth in the
open-market context. International Journal of Information Management 33, 687-696. [CrossRef]
50. Gary Howat, Guy Assaker. 2013. The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty:
Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review 16, 268-284. [CrossRef]
51. Volker SeilerEconomics, University of Paderborn, Paderborn, Germany Markus RudolfFinance, WHU Otto Beisheim
School of Management, Vallendar, Germany Tim KrumeFinance, WHU Otto Beisheim School of Management, Vallendar,
Germany. 2013. The influence of sociodemographic variables on customer satisfaction and loyalty in the private banking
industry. International Journal of Bank Marketing 31:4, 235-258. [Abstract] [Full Text] [PDF]
52. Elissavet KeisidouDepartment of Business Administration, Technological Educational Institute of Kavala, Kavala, Greece
Lazaros SarigiannidisDepartment of Business Administration, Technological Educational Institute of Kavala, Kavala, Greece
Dimitrios I. MaditinosDepartment of Business Administration, Technological Educational Institute of Kavala, Kavala,
Greece Eleftherios I. ThalassinosDepartment of Maritime Studies, University of Piraeus, Piraeus, Greece. 2013. Customer
satisfaction, loyalty and financial performance. International Journal of Bank Marketing 31:4, 259-288. [Abstract] [Full Text]
[PDF]
53. Juan Carlos Fandos RoigBusiness Administration and Marketing, Universitat Jaume I of Castelln (Spain), Castelln,
Spain Marta Estrada GuillnBusiness Administration and Marketing, Universitat Jaume I of Castelln (Spain), Castelln,
Spain Santiago Forgas CollEconomy and Business Organization, Universitat de Barcelona, Barcelona, Spain Ramon Palau i
SaumellUniversitat de Girona, Girona, Spain. 2013. Social value in retail banking. International Journal of Bank Marketing
31:5, 348-367. [Abstract] [Full Text] [PDF]
54. Martin FraeringSchroeder Family School of Business Administration, University of Evansville, Evansville, Indiana, USA
Michael S. MinorCollege of Business, University of TexasPan American, Edinburg, Texas, USA. 2013. Beyond loyalty:
customer satisfaction, loyalty, and fortitude. Journal of Services Marketing 27:4, 334-344. [Abstract] [Full Text] [PDF]
55. Dr Haris Doukas, Assistant Professor Alexandros Flamos and Professor John PsarrasGilbert E. ChodzazaElectricity Supply
Corporation of Malawi (ESCOM), Blantyre, Malawi Harry S.H. GombachikaElectrical Engineering Department, University
of Malawi, Blantyre, Malawi. 2013. Service quality, customer satisfaction and loyalty among industrial customers of a public
electricity utility in Malawi. International Journal of Energy Sector Management 7:2, 269-282. [Abstract] [Full Text] [PDF]
56. Qilou (Bill) Zhou, Jie Zhang, Johan R. Edelheim. 2013. Rethinking traditional Chinese culture: A consumer-based model
regarding theauthenticity of Chinese calligraphic landscape. Tourism Management 36, 99-112. [CrossRef]
57. Bernhard Swoboda, Bettina Berg, Hanna Schramm-Klein, Thomas Foscht. 2013. The importance of retail brand equity and
store accessibility for store loyalty in local competition. Journal of Retailing and Consumer Services 20, 251-262. [CrossRef]
58. Gye-Soo Kim. 2013. Effect of Difference Education Quality on Student Satisfaction and Student Loyalty. Journal of the
Korean society for quality management 41, 53-68. [CrossRef]
59. Anita Goyal and Moutusi MaityHarsandaldeep KaurDepartment of Commerce and Business Management, Guru Nanak Dev
University, Amritsar, India Harmeen SochPunjab Institute of Technology, Punjab Technical University, Kapurthala, India.
2013. Mediating roles of commitment and corporate image in the formation of customer loyalty. Journal of Indian Business
Research 5:1, 33-51. [Abstract] [Full Text] [PDF]
60. Jaspal SinghCommerce & Business Management, Guru Nanak Dev University, Amritsar, India Parminderjit KaurCommerce
& Business Management, Guru Nanak Dev University, Amritsar, India. 2013. Customers' attitude towards technology based
services provided by select Indian banks. International Journal of Commerce and Management 23:1, 56-68. [Abstract] [Full
Text] [PDF]
61. Eduardo Picn Prado, Jess Varela Mallou, Antonio Rial Boubeta, Teresa Braa Tobo. 2013. HABI: UNA HERRAMIENTA
PARA LA REPRESENTACIN DE LA IMAGEN DE UN PRODUCTO O SERVICIO*. Revista Espaola de Investigacin
en Marketing ESIC 17, 83-104. [CrossRef]
62. Muslim AminInternational Business School, Universiti Teknologi Malaysia, Kuala Lumpur, Malaysia Zaidi IsaFaculty of
Science and Technology, Universiti Kebangsaan Malaysia, Selangor Darul Ehsan, Malaysia Rodrigue FontaineFaculty of
Economics and Management Sciences, International Islamic University Malaysia, Kuala Lumpur, Malaysia. 2013. Islamic
banks. International Journal of Bank Marketing 31:2, 79-97. [Abstract] [Full Text] [PDF]
63. Nicholas D. Theodorakis, Kostas Alexandris, Nikolaos Tsigilis, Serafim Karvounis. 2013. Predicting spectators behavioural
intentions in professional football: The role of satisfaction and service quality. Sport Management Review 16, 85-96. [CrossRef]
64. Jelena Titko, Natalja Lace, Konstantis Kozlovskis. 2013. Service quality in banking: developing and testing measurement
instrument with Latvian sample data. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, 507-515.
[CrossRef]
65. Sunny Bose, Nitin Gupta. 2013. Customer Perception of Services Based on the SERVQUAL Dimensions: A Study of Indian
Commercial Banks. Services Marketing Quarterly 34, 49-66. [CrossRef]
66. Argyrios Kranias, Maria Bourlessa. 2013. Investigating the Relationship Between Service Quality and Loyalty in Greek
Banking Sector. Procedia Economics and Finance 5, 453-458. [CrossRef]
67. Siew-Phaik Loke, Norlida Mohd Noor, Khalizani KhalidCustomer satisfaction towards internet banking services: Case analysis
on a Malaysian bank 159-163. [CrossRef]
68. Stanley E. Griffis, Shashank Rao, Thomas J. Goldsby, Clay M. Voorhees, Deepak Iyengar. 2012. Linking Order
Fulfillment Performance to Referrals in Online Retailing: An Empirical Analysis. Journal of Business Logistics 33:10.1111/
jbl.2012.33.issue-4, 279-294. [CrossRef]
69. Paul Hnecke, Marjaana Gunkel. 2012. The Influence of After-Sales Service Determinants on Brand Loyalty Within the
Premium Automotive Industry: An Empirical Comparison of Three Countries. Service Science 4, 365-381. [CrossRef]
70. Ana Mara de Obesso Grijalvo, Sonia San Martn Gutirrez, Nadia H. Jimnez Torres. 2012. El papel de la reputacin, el
boca-oreja, la confianza y la incertidumbre en la contratacin de un banco. Investigaciones Europeas de Direccin y Economa
de la Empresa 18, 190-199. [CrossRef]
71. Bjoern Ivens, Katharina S. Valta. 2012. Customer brand personality perception: A taxonomic analysis. Journal of Marketing
Management 28, 1062-1093. [CrossRef]
72. Naehyun (Paul) Jin, Sangmook Lee, Lynn Huffman. 2012. Impact of Restaurant Experience on Brand Image and Customer
Loyalty: Moderating Role of Dining Motivation. Journal of Travel & Tourism Marketing 29, 532-551. [CrossRef]
73. Norizan Mohd Kassim, Salaheldin Ismail, Nor Asiah Abdullah. 2012. Identifying the Determinants of Customer Retention
in a Developing Country Context. International Journal of Customer Relationship Marketing and Management 1:10.4018/
ijcrmm.20100101, 69-81. [CrossRef]
74. Sanjit Kumar RoyCoventry University, Coventry, UKC. PadmavathyDepartment of Management Studies, National Institute
of Technology, Tamil Nadu, India M.S. BalajiDepartment of Marketing and Strategy, IBS Hyderabad, Hyderabad, India
V.J. SivakumarDepartment of Management Studies, National Institute of Technology, Tamil Nadu, India. 2012. Measuring
effectiveness of customer relationship management in Indian retail banks. International Journal of Bank Marketing 30:4,
246-266. [Abstract] [Full Text] [PDF]
75. James E. Richard, Annie Zhang. 2012. Corporate image, loyalty, and commitment in the consumer travel industry. Journal
of Marketing Management 28, 568-593. [CrossRef]
76. Yi Lan Li, Hong Xia Si, Xiao Hua ZhaoThe Impact of Online Shopping Service Quality on Customer Loyalty in Emerging
Economies: The Case of Chinese Customers 152-157. [CrossRef]
77. Yi-Wei Chang, Michael Jay Polonsky. 2012. The influence of multiple types of service convenience on behavioral intentions:
The mediating role of consumer satisfaction in a Taiwanese leisure setting. International Journal of Hospitality Management
31, 107-118. [CrossRef]
78. Arvid O.I. HoffmannDepartment of Finance, School of Business and Economics, Maastricht University, Maastricht, The
Netherlands and Network for Studies on Pensions, Aging and Retirement (Netspar), Tilburg, The Netherlands Heiner
FrankenDepartment of Finance, School of Business and Economics, Maastricht University, Maastricht, The Netherlands
Thijs L.J. BroekhuizenDepartment of Innovation Management and Strategy, Faculty of Economics and Business, University
of Groningen, Groningen, The Netherlands. 2012. Customer intention to adopt a feebased advisory model. International
Journal of Bank Marketing 30:2, 102-127. [Abstract] [Full Text] [PDF]
79. Sanjai K. ParahooHamdan Bin Mohammed eUniversity, Dubai International Academic City, Dubai, United Arab Emirates.
2012. Credit where it is due: drivers of loyalty to credit cards. International Journal of Bank Marketing 30:1, 4-19. [Abstract]
[Full Text] [PDF]
80. Jorge Matute-Vallejo, Rafael Bravo, Jos M. Pina. 2011. The influence of corporate social responsibility and price fairness
on customer behaviour: evidence from the financial sector. Corporate Social Responsibility and Environmental Management
18:10.1002/csr.v18.6, 317-331. [CrossRef]
81. Prabha Ramseook-Munhurrun, Perunjodi Naidoo. 2011. Customers' Perspectives of Service Quality in Internet Banking.
Services Marketing Quarterly 32, 247-264. [CrossRef]
82. Nor Asiah OmarSchool of Management, Universiti Kebangsaan Malaysia (National University of Malaysia), Bangi, Malaysia
Rosidah MusaFaculty of Business Management, Universiti Teknologi Mara, Shah Alam, Malaysia. 2011. Measuring service
quality in retail loyalty programmes (LPSQual). International Journal of Retail & Distribution Management 39:10, 759-784.
[Abstract] [Full Text] [PDF]
83. Riadh Ladhari, Nizar Souiden, Ines Ladhari. 2011. Determinants of loyalty and recommendation: The role of perceived
service quality, emotional satisfaction and image. Journal of Financial Services Marketing 16, 111-124. [CrossRef]
84. Ching-Fu Chen, Odonchimeg Myagmarsuren. 2011. Brand equity, relationship quality, relationship value, and customer
loyalty: Evidence from the telecommunications services. Total Quality Management & Business Excellence 22, 957-974.
[CrossRef]
85. HsiangMing LeeDepartment of Business Administration and Institute of Business & Management, Ching Yun University,
Jhongli City, Taiwan ChingChi LeeJean Yves Enterprise Co. Ltd, Taipei City, Taiwan CouChen WuDepartment of
Business Administration, National Taiwan University of Science and Technology, Taipei City, Taiwan. 2011. Brand image
strategy affects brand equity after M&A. European Journal of Marketing 45:7/8, 1091-1111. [Abstract] [Full Text] [PDF]
86. Janghyeon Nam, Yuksel Ekinci, Georgina Whyatt. 2011. Brand equity, brand loyalty and consumer satisfaction. Annals of
Tourism Research 38, 1009-1030. [CrossRef]
87. Muslim Amin, Zaidi Isa, Rodrigue Fontaine. 2011. The role of customer satisfaction in enhancing customer loyalty in
Malaysian Islamic banks. The Service Industries Journal 31, 1519-1532. [CrossRef]
88. Jamaliah Mohd. Yusof, Rosidah Musa, Sofiah Abd RahmanSelf-congruity effect on store loyalty: The role of green
environment image 157-164. [CrossRef]
89. Jamaliah Mohd. Yusof, Sofiah Abd. Rahman, Rosidah MusaExamining the effects of shopping orientation and corporate
social responsibility on store loyalty 83-88. [CrossRef]
90. Maktoba Omar and John EnsorRobert HinsonDepartment of Marketing and Customer Management, University of Ghana
Business School, Accra, Ghana N. OwusuFrimpongDepartment of Marketing and Communications, London Metropolitan
Business School, London, UK Julius DasahGhana Institute of Management and Public Administration Business School,
Accra, Ghana. 2011. Brands and servicequality perception. Marketing Intelligence & Planning 29:3, 264-283. [Abstract] [Full
Text] [PDF]
91. Rujirutana MandhachitaraPennsylvania State University, New Kensington, Pennsylvania, USA Yaowalak PoolthongBank of
Ayudhya Public Company Limited, Bangkok, Thailand. 2011. A model of customer loyalty and corporate social responsibility.
Journal of Services Marketing 25:2, 122-133. [Abstract] [Full Text] [PDF]
92. Chris BaumannDepartment of Business, Macquarie University, Sydney, Australia Greg ElliottDepartment of Business,
Macquarie University, Sydney, Australia Hamin HaminDepartment of Business, Macquarie University, Sydney, Australia.
2011. Modelling customer loyalty in financial services. International Journal of Bank Marketing 29:3, 247-267. [Abstract]
[Full Text] [PDF]
93. Riadh LadhariFaculty of Business Administration, Laval University, Quebec City, Canada Ines LadhariHigher Institute of
Management of Sousse, Sousse, Tunisia Miguel MoralesSobey School of Business, Saint Mary's University, Halifax, Canada.
2011. Bank service quality: comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing
29:3, 224-246. [Abstract] [Full Text] [PDF]
94. HongYoul HaKangwon National University, Chuncheon, Republic of Korea Joby JohnUniversity of Louisiana at Lafayette,
Lafayette, Louisiana, USA Swinder JandaKansas State University, Manhattan, Kansas, USA Siva MuthalyRMIT University,
Melbourne, Australia. 2011. The effects of advertising spending on brand loyalty in services. European Journal of Marketing
45:4, 673-691. [Abstract] [Full Text] [PDF]
95. Jina Park, Eunju Ko, Sookhyun Kim. 2010. Consumer Behavior in Green Marketing for Luxury Brand: A Cross-Cultural
Study of US, Japan and Korea. Journal of Global Academy of Marketing Science 20, 319-333. [CrossRef]
96. Chia-Chi Lee, Tyrone T. Lin, Chien-Jen Chen. 2010. The determinant of customer profitability on the financial institution.
The Service Industries Journal 30, 2311-2328. [CrossRef]
97. Zheng Xiaoting, Dai ZhuoAn Empirical Study on Factors Influencing the Quality of Internet Banking Service 3-6. [CrossRef]
98. Mohammad Ahmad AlhawariUniversity of Sharjah, Sharjah, United Arab Emirates Samar MouakketUniversity of Sharjah,
Sharjah, United Arab Emirates. 2010. The influence of technology acceptance model (TAM) factors on students' esatisfaction
and eretention within the context of UAE elearning. Education, Business and Society: Contemporary Middle Eastern Issues
3:4, 299-314. [Abstract] [Full Text] [PDF]
99. Irene Gil-Saura, Maria-Eugenia Ruiz-Molina, Hayde Caldern-Garca. 2010. Retail IT and customer loyalty: The
moderating role of customer age. Journal of Retail and Leisure Property 9, 357-371. [CrossRef]
100. Panchapakesan PadmaDepartment of Management Studies, Indian Institute of Technology Madras, Chennai, India
Chandrasekharan RajendranDepartment of Management Studies, Indian Institute of Technology Madras, Chennai, India
Prakash Sai LokachariDepartment of Management Studies, Indian Institute of Technology Madras, Chennai, India. 2010.
Service quality and its impact on customer satisfaction in Indian hospitals. Benchmarking: An International Journal 17:6,
807-841. [Abstract] [Full Text] [PDF]
101. Jeffrey W. von Freymann, Barry Cuffe. 2010. Consumer Service Quality Assessments and Future Revenues in Small Businesses:
A Case Study. Services Marketing Quarterly 31, 381-419. [CrossRef]
102. Arpita Khare. 2010. Online banking in India: An approach to establish CRM. Journal of Financial Services Marketing 15,
176-188. [CrossRef]
103. King Fuei Lee. 2010. Retail minority shareholders and corporate reputation as determinant of dividend policy in Australia.
Pacific-Basin Finance Journal 18, 351-368. [CrossRef]
104. MariaEugenia RuizMolinaMarketing Department, University of Valencia, Valencia, Spain Irene GilSauraMarketing
Department, University of Valencia, Valencia, Spain Beatriz MolinerVelzquezMarketing Department, University of Valencia,
Valencia, Spain. 2010. The role of information technology in relationships between travel agencies and their suppliers. Journal
of Hospitality and Tourism Technology 1:2, 144-162. [Abstract] [Full Text] [PDF]
105. Rafael Bravo, Teresa Montaner, Jose M. Pina. 2010. Corporate brand image in retail banking: development and validation
of a scale. The Service Industries Journal 30, 1199-1218. [CrossRef]
106. Tony Garry, T.C. Melewar and Len Tiu WrightChanaka JayawardhenaThe Business School, Loughborough University,
Loughborough, UK. 2010. The impact of service encounter quality in service evaluation: evidence from a businesstobusiness
context. Journal of Business & Industrial Marketing 25:5, 338-348. [Abstract] [Full Text] [PDF]
107. Rafael Bravo Gil, Jorge Matute Vallejo, Jos Miguel Pina Prez. 2010. Las asociaciones de la imagen como determinantes de
la satisfaccin en el sector bancario espaol. Cuadernos de Economa y Direccin de la Empresa 13:43, 9-35. [CrossRef]
108. JungHwan KimDepartment of Retailing, University of South Carolina, Columbia, South Carolina, USA Sharron J.
LennonDepartment of Fashion and Apparel Studies, University of Delaware, Newark, Delaware, USA. 2010. Information
available on a web site: effects on consumers' shopping outcomes. Journal of Fashion Marketing and Management: An
International Journal 14:2, 247-262. [Abstract] [Full Text] [PDF]
109. Gordon Liu, Catherine Liston-Heyes, Wai-Wai Ko. 2010. Employee Participation in Cause-Related Marketing Strategies: A
Study of Management Perceptions from British Consumer Service Industries. Journal of Business Ethics 92, 195-210. [CrossRef]
110. Vinh Sum ChauNorwich Business School, University of East Anglia, Norwich, UK Liqing W.L.C. NgaiKellinWellHK
Electronics and Computing Ltd, Kowloon, Hong Kong. 2010. The youth market for internet banking services: perceptions,
attitude and behaviour. Journal of Services Marketing 24:1, 42-60. [Abstract] [Full Text] [PDF]
111. Helena AlvesDepartment of Management and Economics, University of Beira Interior, Covilh, Portugal Mrio
RaposoDepartment of Management and Economics, University of Beira Interior, Covilh, Portugal. 2010. The influence of
university image on student behaviour. International Journal of Educational Management 24:1, 73-85. [Abstract] [Full Text]
[PDF]
112. Hussein A Hassan Al-Tamimi, Adel Shehadah Lafi, Md Hamid Uddin. 2009. Bank image in the UAE: Comparing Islamic
and conventional banks. Journal of Financial Services Marketing 14, 232-244. [CrossRef]
113. Fujun Lai, Mitch Griffin, Barry J. Babin. 2009. How quality, value, image, and satisfaction create loyalty at a Chinese telecom.
Journal of Business Research 62, 980-986. [CrossRef]
114. Maria del Mar Garcia de los SalmonesUniversity of Cantabria, Santander, Spain Andrea PerezUniversity of Cantabria,
Santander, Spain Ignacio Rodriguez del BosqueUniversity of Cantabria, Santander, Spain. 2009. The social role of financial
companies as a determinant of consumer behaviour. International Journal of Bank Marketing 27:6, 467-485. [Abstract] [Full
Text] [PDF]
115. Yaowalak PoolthongBank of Ayudhya Public Company Limited, Bangkok, Thailand Rujirutana MandhachitaraPennsylvania
State University, New Kensington, Pennsylvania, USA. 2009. Customer expectations of CSR, perceived service quality and
brand effect in Thai retail banking. International Journal of Bank Marketing 27:6, 408-427. [Abstract] [Full Text] [PDF]
116. Mohammad AlHawariManagement, Marketing, and Public Administration Department, Business Administration Faculty,
Sharjah University, Sharjah, United Arab Emirates Tony WardCentral Queensland University, North Rockhampton, Australia
Leonce NewbyCentral Queensland University, North Rockhampton, Australia. 2009. The relationship between service quality
and retention within the automated and traditional contexts of retail banking. Journal of Service Management 20:4, 455-472.
[Abstract] [Full Text] [PDF]
117. IkeElechi OgbaNewcastle Business School, Northumbria University, Newcastle upon Tyne, UK Zhenzhen TanNewcastle
Business School, Northumbria University, Newcastle upon Tyne, UK. 2009. Exploring the impact of brand image on customer
loyalty and commitment in China. Journal of Technology Management in China 4:2, 132-144. [Abstract] [Full Text] [PDF]
118. Thomas FoschtDepartment of Marketing, University of Graz, Graz, Austria Judith SchlofferDepartment of Marketing,
University of Graz, Graz, Austria Cesar Maloles IIIDepartment of Marketing and Entrepreneurship, California State
University, Hayward, California, USA Swee L. ChiaLa Salle University, Philadelphia, Pennsylvania, USA. 2009. Assessing
the outcomes of GenerationY customers' loyalty. International Journal of Bank Marketing 27:3, 218-241. [Abstract] [Full
Text] [PDF]
119. Juan Lu, Yan Lu. 2009. Dimensions and influencing factors of customer loyalty in the intermittent service industry. Frontiers
of Business Research in China 3, 63-78. [CrossRef]
120. Anca E. Cretu, Roderick J. Brodie Chapter 7 Brand image, corporate reputation, and customer value 263-387. [Abstract]
[Full Text] [PDF] [PDF]
121. M.M. Garca de los Salmones Snchez, A. Prez Ruiz, I. Rodrguez del Bosque Rodrguez. 2009. ANLISIS DEL VALOR DE
MARCA DE LAS ENTIDADES FINANCIERAS: EL EFECTO HALO Y EL MODELO DE ELECCIN DISCRETA.
Investigaciones Europeas de Direccin y Economa de la Empresa 15, 25-41. [CrossRef]
122. Mara-Eugenia Ruiz-Molina, Irene Gil-Saura. 2008. Perceived value, customer attitude and loyalty in retailing. Journal of
Retail and Leisure Property 7, 305-314. [CrossRef]
123. Sabrina Helm. 2008. The Role of Corporate Reputation in Determining Investor Satisfaction and Loyalty. Corporate
Reputation Review 10, 22-37. [CrossRef]
124. P. Padma, L. Prakash Sai, Chandrasekharan RajendranA comprehensive framework for measuring service quality perceptions
of patients: A case of Indian hospitals 1-6. [CrossRef]
125. Michael D. Clemes, Christopher E.C. Gan, Tzu-Hui Kao. 2008. University Student Satisfaction: An Empirical Analysis.
Journal of Marketing for Higher Education 17, 292-325. [CrossRef]
126. Ignacio Rodrguez del Bosque, Hctor San Martn. 2008. Tourist satisfaction a cognitive-affective model. Annals of Tourism
Research 35, 551-573. [CrossRef]
127. Rita FaullantDepartment of Strategic Management, Marketing and Tourism, University of Innsbruck, Innsbruck, Austria Kurt
MatzlerDepartment of Strategic Management, Marketing and Tourism, University of Innsbruck, Innsbruck, Austria Johann
FllerDepartment of Strategic Management, Marketing and Tourism, University of Innsbruck, Innsbruck, Austria. 2008.
The impact of satisfaction and image on loyalty: the case of Alpine ski resorts. Managing Service Quality: An International
Journal 18:2, 163-178. [Abstract] [Full Text] [PDF]
128. Constantin ZopounidisMaria MavriManagement Sciences Laboratory, Department of Management Science & Technology,
Athens University of Economics & Business, Athens, Greece George IoannouManagement Sciences Laboratory, Department
of Management Science & Technology, Athens University of Economics & Business, Athens, Greece. 2008. Customer
switching behaviour in Greek banking services using survival analysis. Managerial Finance 34:3, 186-197. [Abstract] [Full
Text] [PDF]
129. Kent ErikssonMargit RaichDepartment of Strategic Management, Marketing and Tourism, University of Innsbruck,
Innsbruck, Austria. 2008. Basic values and objectives regarding money. International Journal of Bank Marketing 26:1, 25-41.
[Abstract] [Full Text] [PDF]
130. Joohyun Lee, Alan R. Graefe, Robert C. Burns. 2007. Examining the Antecedents of Destination Loyalty in a Forest Setting.
Leisure Sciences 29, 463-481. [CrossRef]
131. Chanaka Jayawardhena, Anne L. Souchon, Andrew M. Farrell, Kate Glanville. 2007. Outcomes of service encounter quality
in a business-to-business context. Industrial Marketing Management 36, 575-588. [CrossRef]
132. Hooman EstelamiArturo MolinaDepartment of Marketing, University of CastillaLa Mancha, Cobertizo San Pedro Mrtir,
Toledo, Spain David MartnConsuegraDepartment of Marketing, University of CastillaLa Mancha, Ronda de Toledo,
Ciudad Real, Spain gueda EstebanDepartment of Marketing, University of CastillaLa Mancha, Cobertizo San Pedro Mrtir,
Toledo, Spain. 2007. Relational benefits and customer satisfaction in retail banking. International Journal of Bank Marketing
25:4, 253-271. [Abstract] [Full Text] [PDF]
133. Kent Eriksson, Daniel Nilsson. 2007. Determinants of the continued use of self-service technology: The case of Internet
banking. Technovation 27, 159-167. [CrossRef]
134. Patrick Hartmann, Vanessa Apaolaza Ibez. 2007. Managing customer loyalty in liberalized residential energy markets: The
impact of energy branding. Energy Policy 35, 2661-2672. [CrossRef]
135. Brandon RobertsPremier Insights Inc., Canton, Mississippi, USA Randall C. CampbellMississippi State University,
Mississippi, USA. 2007. Being newcustomer friendly: determinants of service perceptions in retail banking. International
Journal of Bank Marketing 25:1, 56-67. [Abstract] [Full Text] [PDF]
136. Teemu SantonenLaurea University of Applied Sciences, Espoo, Finland. 2007. Price sensitivity as an indicator of customer
defection in retail banking. International Journal of Bank Marketing 25:1, 39-55. [Abstract] [Full Text] [PDF]
137. Anca E. Cretu, Roderick J. Brodie. 2007. The influence of brand image and company reputation where manufacturers market
to small firms: A customer value perspective. Industrial Marketing Management 36, 230-240. [CrossRef]
138. Norizan Mohd Kassim, Nizar Souiden. 2007. Customer retention measurement in the UAE banking sector. Journal of
Financial Services Marketing 11, 217-228. [CrossRef]
139. Jin-Woo Park, Rodger Robertson, Cheng-Lung Wu. 2006. Modelling the Impact of Airline Service Quality and Marketing
Variables on Passengers Future Behavioural Intentions. Transportation Planning and Technology 29, 359-381. [CrossRef]
140. Vanessa Apaolaza Ibez, Patrick Hartmann, Pilar Zorrilla Calvo. 2006. Antecedents of customer loyalty in residential energy
markets: Service quality, satisfaction, trust and switching costs. The Service Industries Journal 26, 633-650. [CrossRef]
141. Juan Carlos Fandos RoigJaume I University of Castellon, Castello de la Plana, Spain Javier Sanchez GarciaJaume I University
of Castellon, Castello de la Plana, Spain Miguel Angel Moliner TenaJaume I University of Castellon, Castello de la Plana,
Spain Jaume Llorens MonzonisJaume I University of Castellon, Castello de la Plana, Spain. 2006. Customer perceived value
in banking services. International Journal of Bank Marketing 24:5, 266-283. [Abstract] [Full Text] [PDF]
142. Jin-Woo Park, Rodger Robertson, Cheng-Lung Wu. 2006. The Effects of Individual Dimensions of Airline Service Quality:
Findings From Australian Domestic Air Passengers. Journal of Hospitality and Tourism Management 13, 161-176. [CrossRef]
143. Andreas LeverinSwedish School of Economics and Business Administration, Centre for Relationship Marketing and Service
Management, Helsinki, Finland Veronica LiljanderSwedish School of Economics and Business Administration, Helsinki,
Finland. 2006. Does relationship marketing improve customer relationship satisfaction and loyalty?. International Journal of
Bank Marketing 24:4, 232-251. [Abstract] [Full Text] [PDF]
144. Mohammed AlHawariCentral Queensland University, Queensland, Australia Tony WardCentral Queensland University,
Queensland, Australia. 2006. The effect of automated service quality on Australian banks' financial performance and the
mediating role of customer satisfaction. Marketing Intelligence & Planning 24:2, 127-147. [Abstract] [Full Text] [PDF]
145. Regan LamCity University of Hong Kong, Kowloon Tong, Hong Kong Suzan BurtonMacquarie Graduate School of
Management, Macquarie University, Sydney, Australia. 2006. SME banking loyalty (and disloyalty): a qualitative study in
Hong Kong. International Journal of Bank Marketing 24:1, 37-52. [Abstract] [Full Text] [PDF]
146. Barbara R Lewis, Magdalini Soureli. 2006. The antecedents of consumer loyalty in retail banking. Journal of Consumer
Behaviour 5:10.1002/cb.v5:1, 15-31. [CrossRef]
147. Ma del Mar Garca de los Salmones, Angel Herrero Crespo, Ignacio Rodrguez del Bosque. 2005. Influence of Corporate
Social Responsibility on Loyalty and Valuation of Services. Journal of Business Ethics 61, 369-385. [CrossRef]
148. Niki GlaveliDepartment of Business Administration, University of Macedonia, Thessaloniki, Greece Stella KufiduDepartment
of Business Administration, University of Macedonia, Thessaloniki, Greece. 2005. The old, the young and the restless.
European Business Review 17:5, 441-459. [Abstract] [Full Text] [PDF]
149. Abdullah AldlaiganFinancial Services Studies Centre, Institute of Banking, Riyadh, Saudi Arabia Francis ButtleMacquarie
Graduate School of Management, Macquarie University, Sydney, Australia. 2005. Beyond satisfaction: customer attachment
to retail banks. International Journal of Bank Marketing 23:4, 349-359. [Abstract] [Full Text] [PDF]
150. Dr Spiros GounarisRaphal K. AkamaviThe Hull University Business School, Hull, UK. 2005. Reengineering service quality
process mapping: ebanking process. International Journal of Bank Marketing 23:1, 28-53. [Abstract] [Full Text] [PDF]
151. Osman M. KaratepeAssistant Professor of Marketing in the School of Tourism and Hospitality Management, at the
Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus Erdogan H. EkizCenter for Tourism
Research, at the Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus. 2004. The effects
of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus. Managing
Service Quality: An International Journal 14:6, 476-486. [Abstract] [Full Text] [PDF]
152. Jin-Woo Park, Rodger Robertson, Cheng-Lung Wu. 2004. The effect of airline service quality on passengers behavioural
intentions: a Korean case study. Journal of Air Transport Management 10, 435-439. [CrossRef]
153. Dirk Van den Poel, Bart Larivire. 2004. Customer attrition analysis for financial services using proportional hazard models.
European Journal of Operational Research 157, 196-217. [CrossRef]
154. Serkan AkinciDepartment of Business Administration, Faculty of Economics and Administrative Sciences, Akdeniz
University, Antalya, Turkey afak AksoyDepartment of Business Administration, Faculty of Economics and Administrative
Sciences, Akdeniz University, Antalya, Turkey and Eda AtilganDepartment of Business Administration, Faculty of Economics
and Administrative Sciences, Akdeniz University, Antalya, Turkey. 2004. Adoption of Internet banking among sophisticated
consumer segments in an advanced developing country. International Journal of Bank Marketing 22:3, 212-232. [Abstract]
[Full Text] [PDF]
155. Asuncin BeerliUniversity of Las Palmas de Gran Canaria, Facultad Ciencias Econmicas y Empresariales, Las Palmas de Gran
Canaria, Canary Islands, Spain Josefa D. MartnUniversity of Las Palmas de Gran Canaria, Facultad Ciencias Econmicas
y Empresariales, Las Palmas de Gran Canaria, Canary Islands, Spain Agustn QuintanaUniversity of Las Palmas de Gran
Canaria, Facultad Ciencias Econmicas y Empresariales, Las Palmas de Gran Canaria, Canary Islands, Spain. 2004. A model of
customer loyalty in the retail banking market. European Journal of Marketing 38:1/2, 253-275. [Abstract] [Full Text] [PDF]
156. Sam Kayaga, John Calvert, Kevin Sansom. 2003. Paying for water services: effects of household characteristics. Utilities Policy
11, 123-132. [CrossRef]
157. Rogrio Puga LealDepartment of Mechanical and Industrial Engineering, Faculty of Science and Technology, Universidade
Nova de Lisboa, Monte de Caparica, Portugal Zulema Lopes PereiraDepartment of Mechanical and Industrial Engineering,
Faculty of Science and Technology, Universidade Nova de Lisboa, Monte de Caparica, Portugal. 2003. Service recovery at a
financial institution. International Journal of Quality & Reliability Management 20:6, 646-663. [Abstract] [Full Text] [PDF]
158. M. Angeles IniestaM. Angeles Iniesta is Associate Professor of Marketing at the University of Almeria, Spain.Manuel
SanchezManuel Sanchez is Professor of Marketing, both at the University of Almeria, Spain.. 2003. Client commitment
relations towards financial entities. International Journal of Retail & Distribution Management 31:4, 203-213. [Abstract] [Full
Text] [PDF]
159. Asuncin Beerli PalacioUniversidad de Las Palmas de Gran Canaria, Las Palmas, Gran Canaria, Spain Gonzalo Daz
MenesesUniversidad de Las Palmas de Gran Canaria, Las Palmas, Gran Canaria, Spain Pedro J. Prez PrezUniversidad de Las
Palmas de Gran Canaria, Las Palmas, Gran Canaria, Spain. 2002. The configuration of the university image and its relationship
with the satisfaction of students. Journal of Educational Administration 40:5, 486-505. [Abstract] [Full Text] [PDF]
160. Karin NewmanProfessor, Middlesex University Business School, London, UK. 2001. Interrogating SERVQUAL: a critical
assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing 19:3, 126-139.
[Abstract] [Full Text] [PDF]
161. Joseph S. ChenAssistant Professor, Department of Hospitality and Tourism Management, Virginia Polytechnic Institute
and State University, Blacksburg, Virginia, USA Dogan GursoyPhD Candidate, Department of Hospitality and Tourism
Management, Virginia Polytechnic Institute and State University, Blacksburg, Virginia, USA. 2001. An investigation of
tourists destination loyalty and preferences. International Journal of Contemporary Hospitality Management 13:2, 79-85.
[Abstract] [Full Text] [PDF]
162. Nancy D. AlbersMillerAssistant Professor, University of North Texas, Fort Worth, Texas, USA Robert D.
StraughanAssistant Professor, Williams School of Commerce, at Washington and Lee University, Lexington, Virginia, USA.
2000. Financial services advertising in eight nonEnglish speaking countries. International Journal of Bank Marketing 18:7,
347-358. [Abstract] [Full Text] [PDF]
163. Harmen OppewalProfessor of Retail Management, School of Management Studies for the Service Sector, University of Surrey,
Guildford, Surrey, UK Marco VriensVice President and Managing Director, inter SURVEY, Menlo Park, California, USA.
2000. Measuring perceived service quality using integrated conjoint experiments. International Journal of Bank Marketing
18:4, 154-169. [Abstract] [Full Text] [PDF]
164. Norizan Mohd Kassim, Salaheldin Ismail, Nor Asiah AbdullahIdentifying the Determinants of Customer Retention in a
Developing Country Context 69-82. [CrossRef]
165. Norizan Mohd KassimIdentifying the Determinants of Customer Retention in a Developing Country Context 160-174.
[CrossRef]
166. Irene SamantaCustomers' Satisfaction and Loyalty in the Economic Recession 78-96. [CrossRef]
167. Jung-Hwan Kim, Minjeong Kim, Jay KandampullyThe Impact of E-Retail Environment Characteristics on E-Satisfaction
and Purchase Intent 160-179. [CrossRef]