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Customer Loyalty In Retail Banking: The Effect Of Service Quality, Perceived Customer Value, Satisfaction And Customer Loyalty In Retail Banking - Couverture souple

Auka, Daniel

 
9783659337376: Customer Loyalty In Retail Banking: The Effect Of Service Quality, Perceived Customer Value, Satisfaction And Customer Loyalty In Retail Banking
Couverture souple
ISBN 10 : 3659337374 ISBN 13 : 9783659337376
Editeur : LAP LAMBERT Academic Publishing, 2013

Synopsis

The banking sector globally has experienced drastic changes that have resulted in deregulation and liberalization, increased demand for non-traditional services including the automation of a large number of services and a move towards emphasis on the customer rather than the product and the introduction of non-traditional players who now offer financial service products.Customers are more demanding, more financially educated or informed,more cost and price conscious than hitherto.Many of these trends have resulted in cut-throat competition, mergers, acquisitions and reorganizations in the banking sector.All these changes have led to increased attention to customer relationship,service quality,value and satisfaction to create customer loyalty.Retail banks have to develop and sustain customer loyalty in order to create and maintain a competitive advantage.Given that achieving customer loyalty in a competitive environment is difficult and that it remains ambiguous about its determinants, this book attempts to show the extent to which service quality, perceived value and satisfaction contribute to customer loyalty in retail banks.This will improve their competitive positioning.

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À propos de l'auteur

Dr Daniel Auka is a lecturer in Marketing and Small Business Management at Egerton University, Department of Business Administration.He holds a PhD in Business Management (OUT) , MBA(USA) and BCOM ( Nairobi). He has ten years of university teaching experience and more than 15 years of work experience in the corporate world.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2013
Langue
anglais
ISBN 10 
3659337374
ISBN 13 
9783659337376
Reliure
Broché
Nombre de pages
180
Coordonnées du fabricant
non disponible
Personne responsable
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