Are the determinants of bank loyalty brand specific?

Veloutsou, Cleopatra; Daskou, Sofia; Daskou, Antonia

doi:10.1057/palgrave.fsm.4770146

Cited by 54 publications

(46 citation statements)

References 20 publications

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“…al., 2013;Ball et al, 2003;Baumann et al, 2004;Beerli & Quintana, 2004;Caruana, 2002;Filip et al,2009;Hafeez & Muhammad, 2012 ;Larai, 2009;Lee & Cunningham, 2001;Menon & O'Connor"s report, 2007;Pont & Mc Quilken, 2004;Szuts & Toth, 2008;Titko & Lace, 2010;Veloutsou et al, 2004) hotel industry (Kandampully & Suhartanto, 2000;Guzzo, 2010;Lee et at., 2003;Poku et al, 2013;Ramzi & Mohamad,2010;Stone et al,.2013 andTorres &Kline, 2006 ) retail industry (Mustafa, 2011;wong &sohal, 2003 andYan &Yoo-Kyoung, 2008) and education industry (Helen &Wong, 2010;Intrepid Learning Solutions, 2010;Robert M Brown, 2006).…”

Section: Customer Loyaltymentioning

confidence: 99%

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Otaibi¹,

Yasmeen²

2014

jebi

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Lack perceived quality in Saudi Arabia has been repeatedly identified as one of the most formidable barriers to people for engaging in customer loyalty.Despite, the widespread establishment of shopping malls all over the country, the statistics revealed that Saudi consumers, although trying grocery shopping in some shopping malls, still prefer to do their grocery shopping activities in traditional grocery stores and convenience stores (Othaim, 2012).This paper provides an overview perceived service quality and customer satisfaction which affect Saudi customer loyalty and it reviews relevant previous studies that investigate the relationships among said three variables. This paper provides the critical remarks and direction for future research.

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Section: Customer Loyaltymentioning

confidence: 99%

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Otaibi¹,

Yasmeen²

2014

jebi

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“…Evidence suggests that perceived quality influences consumer behaviour and intention. It is well known that evaluative judgments of service quality could significantly influence service loyalty and bank loyalty (Veloutsou, Daskou and Daskou, 2004). Ruyter, Wetzels and Bloemer (1998), also found a positive relationship between perceived service quality and preference loyalty and price indifference loyalty.…”

Section: The Influence Of Perceived Service Quality On Banking Loyaltmentioning

confidence: 99%

“…Perceived service quality has also been found to have a positive association with customer loyalty, and it´s defined as a function of expected quality (generated from market communication, image, worth-of-mouth and customer needs) and experienced quality (generated from functional and technical quality) (Veloutsou, Daskou and Daskou, 2004).…”

Section: The Influence Of Perceived Service Quality On Banking Loyaltmentioning

confidence: 99%

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The importance of perceived service quality in banking loyalty for large business customers

Silva

Gallego

2010

Pecvnia

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ResumenEl comportamiento de las grandes empresas no financieras a la hora de seleccionar aquel que será su banco principal y el grado de fidelidad al mismo, es una cuestión a la que se ha prestado hasta ahora muy poca atención. La mayor parte de las empresas portuguesas que componen nuestra muestra, señala que trabaja con más de 5 bancos y se observa una relación positiva entre tamaño de la empresa y el número de bancos con los que opera, por lo que la competencia por el cliente aumenta, de ahí la relevancia de profundizar en la justificación de la elección del banco principal. Demostramos que el grado de fidelización al banco principal depende de la calidad percibida que se tenga del mismo, que es de carácter unidimensional, y es explicada por la variedad de productos, fiabilidad del servicio y la relación con el responsable de la sucursal que lleva su cuenta. En cambio, ni las condiciones de precio, de capacidad de respuesta de los empleados, ni el tipo de sucursal, intervienen significativamente. Este resultado puede ayudar a orientar eficazmente las estrategias de fidelización de las entidades financieras hacía sus clientes corporativos de mayor dimensión. Palabras clave: Calidad de servicio percibida, lealtad, banca de grandes empresas, marketing financiero relacional. AbstractThe behaviour of the large corporate banking customers when selecting the main bank and the level of their bank loyalty, are subjects that haven´t been much investigated in previous studies. Most of Portuguese large companies in our sample work with more than 5 banks and there is a positive relation between the size of the company and the number of banks used. The competition in this bank segment is fierce, so it´s important to investigate the selection of the main bank.

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“…After identifying the needs and values of its customers, a company can provide better services to its clients which will in turn lead to enhanced customer satisfaction and higher degrees of perceived service quality (Moslehi et al, 2012). This enhanced customer satisfaction and relationship commitment will also have a positive impact on the firm's brand loyalty and brand awareness (Ansari & Riasi, 2016b, 2016cFornell, 1992;Fornell & Wernerfelt, 1987;Gallarza & Saura, 2006;Kim et al, 2008;Kumar et al, 2013;Parasuraman et al, 1991;Pont & McQuilken, 2005;Reichheld & Sasser, 1990;Reynolds & Beatty, 1999;Salmones et al, 2009;Veloutsou et al, 2004).…”

Section: Introductionmentioning

confidence: 99%

Taxonomy of Marketing Strategies Using Bank Customers’ Clustering

Ansari

Riasi

2016

IJBM

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Purpose-The goal of this study is to identify the main clusters of bank customers in order to help commercial banks to better identify their customers and design more efficient marketing strategies.Design/methodology/approach -Data from 250 bank customers were analyzed by using two-step scalable clustering.Findings -Five different clusters of bank customers were identified, namely, favorite customers, creditworthy customers, non-creditworthy customers, passers, and friends. The findings indicated that disparate clusters of bank customers are extremely different based on their loan amount, default risk, account balance, degree of loyalty and profitability for the bank.Practical implications -The differences which were observed between these five clusters of bank customers accentuate the importance of customer clustering and market segmentation in the financial services industry. Customer clustering can help financial institutions to augment their competitiveness by shifting from traditional marketing strategies to target marketing and segmentation-based marketing approaches.Originality/value -The most important contribution of this study is the incorporation of a wide range of factors that can potentially affect customer clustering in the analysis, whereas, the majority of previous studies only focused on a limited number of variables in order to determine the customer clusters. Specifically, the customer clustering in this study was performed by using demographic variables, profitability, loan amount, default risk, account balance, loyalty, account type, account closure history, customer location, and account currency.

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Are the determinants of bank loyalty brand specific?

Cited by 54 publications

References 20 publications

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

The importance of perceived service quality in banking loyalty for large business customers

Taxonomy of Marketing Strategies Using Bank Customers’ Clustering

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