In the recent years the way to do banking has changed. Internet banking has grown and a lot of niche banks working mainly with the Internet as a medium has entered the Swedish bank market. How to keep the customer loyal online in a very competitive environment has become a main question for the banks. The aim of this dissertation is to test what factors impact bank customer loyalty in an online...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

a r t i c l e i n f o This chronological in-depth case study describes that, although the integration of functional resources and capabilities including information resource, analytical capability, and operational capability might influence retention process, those are not sufficient to bring the desired performances of acquiring and expanding customer relationships. Find-Equity Bank (a pseudon...

many e-commerce transactions via e-payment systems is carried out. the aim of this study is that the theory of structures, an empirical analysis about the importance and ranking key factors that may be on customer satisfaction in electronic payment systems affect the iranian banks.9 specific topics of the factors in e-payment systems, customer satisfaction and affect are more key, were selected...

Customer satisfaction has long been recognized as one of the critical success factor in today’s competitive business environment as it affects companies’ market share and customer retention (Ooi et al. 2011). O'Sullivan and Mc Callig (2012) also find that customer satisfaction positively and significantly moderates the earnings-firmvalue relationship as customer satisfaction is key operational ...

In this paper, customer satisfaction cues in retail banking services in Greece to be positioned in view of existing literature but also to be are examined. The study proposes an instrument of customer satisfaction differentiated in order to be able to adapt to different business that contains service quality and such other attributes as price, conveenvironments. This reflects the position of Br...

The success of employees in an organization, especially banking, has a big impact on how well the resources can meet customer needs and satisfaction, which is goal business. Customer satisfaction part company's goals, lot to do with company manages its human resources. As result, every employee should be required improve their performance work towards those goals at all times. On other hand, jo...

a r t i c l e i n f o The existing operations management literature has extensively investigated the associations between customer satisfaction and firm performance. However, how to improve customer satisfaction through employee empowerment, service reward, and service training has rarely been investigated. In this research, we tied human resource and service operations management to each other...