The Connection between Customer Satisfaction and Loyalty in the Field of Commercial Banks.Part 1

Attila Bátor ()
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Attila Bátor: Pannon University

A chapter in 6th International Conference on Management, Enterprise and Benchmarking MEB 2008-Proceedings, 2008, pp 427-438 from Óbuda University, Keleti Faculty of Business and Management

Abstract: In this study, I address the following questions that are becoming increasingly important to bank managers: How are the levels of customer satisfaction and loyality when chosen online service? What are the unique drivers of online customer satisfaction and dissatisfaction? How is the relationship between customer satisfaction and loyality in the online environment? I propose a conceptual framework, develop and test hypotheses about the drivers of customer satisfaction and loyality, the relationship between satisfaction and loyality especially dissatisfaction.

Date: 2008
ISBN: 9789637154737
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