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Zagreb International Review of Economics & Business, Vol. SCI No. 1, 2004.

Original scientific paper

Is Customer Satisfaction with Services a Solid Ground for Loyalty in Banking Business?

Sabina Beloglavec ; Faculty of Economics and Business, Maribor, Slovenia
Aleksandra Pisnik Korda ; Faculty of Economics and Business, Maribor, Slovenia

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Abstract

Customers and satisfaction of their needs have prevailed in banking services markets, with banking services becoming inextricably linked to the customer loyalty. Only a satisfied customer means a successful bank. Special role of banks and the specifics of their services do make the connection between customer satisfaction and loyalty a very fragile but important link. This paper investigates the basis for a long-term co-operation with customers and the essence of loyalty concept and customer satisfaction in banking sector.

Keywords

bank service; customer loyalty; customer satisfaction

Hrčak ID:

101308

URI

https://hrcak.srce.hr/101308

Publication date:

1.12.2004.

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