TY - JOUR AB - 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. VL - 14 IS - 7 SN - 0265-2323 DO - 10.1108/02652329610151340 UR - https://doi.org/10.1108/02652329610151340 AU - Levesque Terrence AU - McDougall Gordon H.G. PY - 1996 Y1 - 1996/01/01 TI - Determinants of customer satisfaction in retail banking T2 - International Journal of Bank Marketing PB - MCB UP Ltd SP - 12 EP - 20 Y2 - 2024/03/28 ER -