scholarly journals Polish Banking Customer Loyalty: Empirical Data Analysis (Years 2007-2010)

2011 ◽  
Vol 10 (11) ◽  
pp. 81
Author(s):  
Lukasz Skowron ◽  
Stanislaw Skowron
Keyword(s):  
Customer Satisfaction ◽  
Empirical Data ◽  
Banking Sector ◽  
Theoretical Background ◽  
Satisfaction Index ◽  
The Face ◽  
American Customer Satisfaction Index ◽  
Customer's Loyalty ◽  
Performance Satisfaction ◽  
Customer Satisfaction And Loyalty

In this article, the authors will try to answer the following question, How does the customer's loyalty in the banking sector change (at both the structural and quantitative levels) in the face of the financial and banking crisis? In order to do that, the authors use their own model of building customer satisfaction and loyalty in the Polish banking sector constructed on the basis of the EPSI (European Performance Satisfaction Index) and ACSI (American Customer Satisfaction Index) models. This article contains the necessary theoretical background and the precise statistical analysis of the obtained empirical data from the Polish banking sector from the years 2007-2010.

scholarly journals FACTORS AFFECTING CUSTOMER SATISFACTION AND RECOMMENDATION OF MOBILE BANKING SERVICES IN MOROCCO

2021 ◽  
Vol 6 (3) ◽  
Author(s):  
Samir Boujaddaine ◽  
Ahmed Taqi
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Mobile Banking ◽  
Banking Services ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Index Model ◽  
American Customer Satisfaction Index ◽  
Indirect Relationship ◽  
The Relationship

This paper is an application of a variation of American Customer Satisfaction index model in the context of Moroccan banking sector. We specifically chose mobile banking and added a variable that is the service recommendation factor, the results of our work have proved that the hypotheses proposed by our model are validated except the relationship between the perceived quality and customer satisfaction and which can be explained by the indirect relationship through the perceived value. JEL: M31, Z33 <p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0852/a.php" alt="Hit counter" /></p>

scholarly journals The American Customer Satisfaction Index: Nature, Purpose, and Findings

1996 ◽  
Vol 60 (4) ◽  
pp. 7 ◽  
Author(s):  
Claes Fornell ◽  
Michael D. Johnson ◽  
Eugene W. Anderson ◽  
Jaesung Cha ◽  
Barbara Everitt Bryant
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
American Customer Satisfaction Index

scholarly journals A inovação na explicação da lealdade: extensão do modelo ACSI

2021 ◽  
Vol 23 (1) ◽  
pp. 10-25
Author(s):  
Eduardo Mesquita de Sousa ◽  
Evandro Luiz Lopes ◽  
Eliane Herrero ◽  
Priscila Rezende Costa
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
American Customer Satisfaction Index

O modelo American Customer Satisfaction Index (ACSI) mede as dimensões qualidade percebida, expectativa do consumidor, valor percebido e recuperação de falhas na satisfação e lealdade dos consumidores. O objetivo, neste estudo, foi entender o papel da inovação percebida em serviço na explicação da lealdade. Utilizamos o modelo ACSI para mensurar a lealdade do consumidor de serviços em uma amostra de 232 clientes de academias de ginástica, com mensuração da inovação percebida pelos mesmos. As variáveis explicaram a satisfação e lealdade dos clientes, exceto a qualidade percebida, que não apresentou significância na explicação da satisfação. A inovação percebida, incorporada ao modelo, mostrou ser antecedente relevante na explicação da lealdade do consumidor de serviços.Palavras-chave: satisfação e lealdade do consumidor, modelo ACSI, inovação percebida.

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