Customer Loyalty Problems in Retail Banking

István Szûts () and Zsolt Tóth ()
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István Szûts: Budapest Tech, VMI

A chapter in 6th International Conference on Management, Enterprise and Benchmarking MEB 2008-Proceedings, 2008, pp 355-361 from Óbuda University, Keleti Faculty of Business and Management

Abstract: According to analyses of the most business consulting companies (KPMG, Capgemini, Deloitte, TowerGroup, etc.) customers are discontented with the retail banking experience. To achieve higher business growth, banks must increase customer loyalty by delivering a distinctive experience that combines the right mix of convenience, value and service and forges an emotional bond with consumers. Winners will be those that transform themselves into customer-centric enterprises by having a clear vision of what they want to achieve, fully aligning business processes and IT infrastructure to achieve those goals and engaging their employees in the process. The first step to do it is the identification of customer satisfaction. This paper intends to reveal its essential elements.

Keywords: customer loyalty; customer attitudes; retail banking (search for similar items in EconPapers)
Date: 2008
ISBN: 9789637154737
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