The relationship among customer satisfaction, loyalty and financial performance of commercial banks

Influence of business performance measurement systems and corporate sustainability concept to overal business performance: “save the planet and keep your performance”

“…The examination of the measuring corporate performance issues is dedicated to many authors from different points of view: the relationship of the strategy and strategic orientation to the business performance (Morgan & Strong, 2003); the view of a strategic measurement performance system through strategic agenda and decision-making as a result of the process of (re)formulating strategy (Bisbe & Malagueño, 2012); the effect of strategic measurement performance system on the important attributes of the strategy formulating process (Gimbert et al, 2010); the effect of strategic performance measurement system of human resources and corporate results (Bento & White, 2014); the use of the process performance measurement (Tuček et al, 2013); the relations among customer satisfaction, customer loyalty and fi nancial performance of a commercial bank (Belás & Gabčová, 2016); the methodology for prediction and detection of the ways of solving demanding situations in managerial work, with obvious implications in performance of managers and in effi ciency of business performance management (Lajčin, Frankovský, & Štefko, 2012); the model of acquisition activity in fi nancial sector (Korauš et al, 2015); performance management and public corporate governance with regard to relationships with both external (stakeholders) and internal (politicians and management) actors (Romolini et al, 2015). Many other empirical studies realized around the world in recent years have also confi rmed the relationship between strategic planning and business performance (Rudd et al, 2008).…”

The State of Students’ Financial Literacy in Selected Slovak universities and its Relationship with Active Pension Savings

“…Financial advisors have the ability to help individuals or households avoid making financial mistakes as well as aiding those who lack financial skills (Winchester & Huston, 2015;Bluethgen et al, 2008) and the positive relationship between financial literacy and the use of financial advisors documented by Collins (2012), Calcagno & Monticone (2015), and Debbich (2015) assume that financial literacy and financial advice are complements rather than substitutes. In this context, the research of Belás & Gabčová (2016) confirmed the significant relation between customer satisfaction and customer loyalty and between customer loyalty and additional purchases potential of a client. Following our research, only a small proportion of the Slovak university students rely on advices from financial professionals and those with low financial literacy rely mostly on family and friends, at which results are consistent with van Rooij et al (2011).…”

The effects of perceived satisfaction with service recovery efforts: a study in a hotel setting

“…In general terms, it has been proven in the literature that a higher degree of consumer satisfaction promotes higher levels of individual loyalty (Belás & Gabčová, 2016;McCollough, 2010). Positive effects of satisfaction on loyalty are refl ected in consumer intentions to repurchase a product or service or to engage in positive WOM (Weber & Sparks, 2010).…”