Determinants of customer satisfaction in retail banking

Terrence Levesque (Associate Professor, School of Business and Economics, Wilfrid Laurier University, Ontario, Canada)
Gordon H.G. McDougall (Professor, School of Business and Economics, Wilfrid Laurier University, Ontario, Canada)

International Journal of Bank Marketing

ISSN: 0265-2323

Publication date: 1 December 1996

Abstract

Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch.

Keywords

Citation

Levesque, T. and McDougall, G. (1996), "Determinants of customer satisfaction in retail banking", International Journal of Bank Marketing, Vol. 14 No. 7, pp. 12-20. https://doi.org/10.1108/02652329610151340

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Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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