Customer Satisfaction and Service Loyalty in Banking Industry (Paperback)

The world economy faces an increasingly trend in the importance of the service industry. Financial institutions play a crucial role in facilitating the accumulation and allocation of capital by channeling individual savings through loans to governments, businesses and individuals. Quality service delivery is not an optional competitive strategy which may, or may not, be adopted to differentiate one bank from another: today it is essential to corporate profitability and survival. In the highly competitive banking industry, the success and failure of a business organization merely depends on how well it satisfies the needs and wants of customers. Service quality, corporate image, and price were addressed as determinants to investigate their correlation with customer satisfaction and service loyalty at the bank. The results indicate service quality as the most determinant of both customer satisfaction and service loyalty at the bank.