The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics

Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in enhancing customer loyalty the banking sector. This study examines moderators of effect intentions on loyalty. Data were collected from bank customers (n = 650) using structured questionnaire through cross-sectional survey Harare, Zimbabwe. found to have direct positive Age was moderate However, gender, education income did not These results existing body services marketing literature. Banks are advised consider satisfaction, age when designing strategies improve