EVALUATING THE IMPACT OF BANKING SERVICES QUALITY ON CUSTOMER LOYALTY IN CREDIT EUROPE BANK (ROMANIA)

Corneliu Bente and Florina Maria Bente
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Corneliu Bente: University of Oradea
Florina Maria Bente: “Alexandru Ioan Cuza” University of Iasi

Theoretical and Applied Economics, 2013, vol. XX, issue Special I, 557-562

Abstract: The main concern of credit institutions in Romania should be to maintain the portfolio of clients. Long-term cooperation relations between a bank and its customers represent the proof of the bank's efforts in providing quality services that meet consumer demands. Moreover, keeping existing customers is a challenge for banks and a starting point in attempting to improve results, financial performance.

Keywords: service quality; customer satisfaction; loyalty; SERVQUAL; perception. (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:agr:journl:v:xx:y:2013:i:special-i:p:557-562

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