Loyalty by Corporate Banking Customers

Anabela Fragata () and Pablo A. Mu¤oz-Gallego ()
Additional contact information
Anabela Fragata: Instituto Polit‚cnico de Viseu, http://www.ipv.pt/
Pablo A. Mu¤oz-Gallego: Departamento de Administraci¢n y Econom¡a de la Empresa, Facultad de Econom¡a y Empresa, Universidad de Salamanca
Authors registered in the RePEc Author Service: Pablo Antonio Muñoz-Gallego ()

No 2009-05, Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". from Interuniversity Research Master and Doctorate Program (with a quality mention of ANECA) on "Business Economics", Universities of Valladolid, Burgos, Salamanca and León (Spain). Until 2008, Interuniversity Doctorate Program (with a quality mention of ANECA) “New trends in Business Administration”, Universities of Valladolid, Burgos, and Salamanca (Spain). Master en Investigación y Programa de Doctorado Interuniversitarios (con mención de calidad de la ANECA) en "Economía de la Empresa", Universidades de Valladolid, Burgos, Salamanca y León (España). Hasta 2008, Programa de Doctorado Interuniversitario (con mención de calidad de la ANECA) “Nuevas Tendencias en Dirección de Empresas”, Universidades de Valladolid, Burgos y Salamanca (España).

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)

Keywords: Perceived service quality; customer satisfaction; bank loyalty; medium/large corporate banking customer (search for similar items in EconPapers)
Pages: 21 pages
Date: 2009-12
New Economics Papers: this item is included in nep-ban and nep-mkt
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www3.uva.es/empresa/uploads/dt_05_09.pdf (application/pdf)
Our link check indicates that this URL is bad, the error code is: 404 Not Found (http://www3.uva.es/empresa/uploads/dt_05_09.pdf [302 Found]--> https://albergueweb1.uva.es/empresa/uploads/dt_05_09.pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ntd:wpaper:2009-05

Ordering information: This working paper can be ordered from
Av. Valle de Esgueva, 6. E-47011-Valladolid (Spain)

Access Statistics for this paper

More papers in Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". from Interuniversity Research Master and Doctorate Program (with a quality mention of ANECA) on "Business Economics", Universities of Valladolid, Burgos, Salamanca and León (Spain). Until 2008, Interuniversity Doctorate Program (with a quality mention of ANECA) “New trends in Business Administration”, Universities of Valladolid, Burgos, and Salamanca (Spain). Master en Investigación y Programa de Doctorado Interuniversitarios (con mención de calidad de la ANECA) en "Economía de la Empresa", Universidades de Valladolid, Burgos, Salamanca y León (España). Hasta 2008, Programa de Doctorado Interuniversitario (con mención de calidad de la ANECA) “Nuevas Tendencias en Dirección de Empresas”, Universidades de Valladolid, Burgos y Salamanca (España). Contact information at EDIRC.
Bibliographic data for series maintained by Fortuna-Lindo, Jose M. ().