Abstract Building on the corporate reputation model, this study investigates drivers of customer-based reputation. We consider two dimensions (i.e., cognitive dimension competence and affective likeability, their effects customer satisfaction loyalty). Adapting model to banking sector, we theoretically extend by reasoning that relational trust are mediators relationship between loyalty. Studyin...

C ustomer Relationship Management (CRM) is premised on the belief that developing a relationship with customers is the best way to get them to become loyal and that loyal customers are more profitable than non-loyal customers. Frederick Reichheld has argued that a company can achieve significant increases in profits from only small improvements in customer retention rates. The strategy is to en...

in today's business world, proper identification of customer’s requirements and a quick response to these requirements is a key to commercial success. increasing customer loyalty affects the profitability and organizations can ensure their long-term interests by means of planning. in today's competitive world, the services provided by the competing company have to be more similar to e...

In this day and age, customers are regarded as an article of trade. With the growth of Service Marketing, Customer Relationship Management (CRM) advanced and became popular in India. CRM became crucial to cope up with exceeding competitive global market. (CRM) in a bank bring about important phases such as incorporating the communication tools to meet the needs of customers, referring each cust...

This paper aims to investigate customer perceptions of the concept of CRM and its relevance to customer satisfaction and loyalty in the UK retail banking industry. It also seeks to identify the critical factors that can impact on a consumer’s choice of bank. The main research instrument is a questionnaire. 240 questionnaires are randomly distributed. Two statistical modelling techniques namely ...

Owing to the increased competition in electronic markets, customer loyalty has become an important success factor in e-business. However, the antecedents of customer loyalty differ between business domains. While the formation of customer loyalty in e-commerce has been studied extensively, little is known about how loyalty towards news websites develops. Integrating findings from uses and grati...