Izvorni znanstveni članak

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

Sažetak

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.

Ključne riječi

bank service; customer loyalty; customer satisfaction

Hrčak ID:

101308

URI

https://hrcak.srce.hr/101308

Datum izdavanja:

1.12.2004.

Posjeta: 1.703 *