A model of customer loyalty in the retail banking market
Abstract
On the basis of empirical research carried out in the retail banking market, this paper proposes a structural equations model enabling us to reach the conclusions that satisfaction together with personal switching costs are antecedents leading directly to customer loyalty, with the former exerting the greatest influence; and perceived quality is a consequence of satisfaction. At the same time, the paper shows that the degree of elaboration in the bank selection process does not have a moderating influence on the causal relationships between satisfaction/switching costs and customer loyalty.
Keywords
Citation
Beerli, A., Martín, J.D. and Quintana, A. (2004), "A model of customer loyalty in the retail banking market", European Journal of Marketing, Vol. 38 No. 1/2, pp. 253-275. https://doi.org/10.1108/03090560410511221
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited