Loyalty by Corporate Banking Customers
- Fragata, Anabela Oliveira da Silva
- Muñoz Gallego, Pablo Antonio
Año de publicación: 2009
Número: 5
Páginas: 1-21
Tipo: Artículo
Resumen
We develop a model to analyse the relations between perceived service quality, customer satisfaction, loyalty and intention to increase utilization of banking services by medium/large corporate banking customers. We suggest that perceived service quality will have a positive indirect effect on bank loyalty via customer satisfaction; perceived service quality will have a positive effect on bank via customer satisfaction; perceived service quality will have a positive effect on bank loyalty will have a direct positive effect on intention to increase utilization of banking services. After validation of the measurement scales, the hypotheses are contrasted through Structural Equation Modelling (SEM)