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Loyalty by Corporate Banking Customers (Fragata A., Gallego P. M.)

Bank-Borrower Relationships

Abstract We develop a model to analyse the relations between perceived service quality, customer satisfaction, loyalty and intention to increase utilization of banking services by medium/large corporate banking customers. We suggest that perceived service quality will have a positive indirect effect on bank loyalty via customer satisfaction; perceived service quality will have a positive effect on bank via customer satisfaction; perceived service quality will have a positive effect on bank loyalty will have a direct positive effect on intention to increase utilization of banking services. After validation of the measurement scales, the hypotheses are contrasted through Structural Equation Modelling (SEM)
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Libref/ Fragata A., Gallego P. M. (2009) “Loyalty by Corporate Banking Customers”, pp. 1-21
© Программирование — Александр Красильников, 2008
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