The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 October 1996
Abstract
Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.
Keywords
Citation
Hallowell, R. (1996), "The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42. https://doi.org/10.1108/09564239610129931
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited