Bank Customers’ Satisfaction, Customers’ Loyalty and Additional Purchases of Banking Products and Services. A Case Study from the Czech Republic

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Chochoľáková, Anna; Gabčová, Lenka; Belás, Jaroslav; Sipko, Juraj;
(2015)
  • Publisher: Centre of Sociological Research, Szczecin, Poland
  • Journal: Economics & Sociology (issn: 2071-789X, eissn: 2306-3459)
  • Publisher copyright policies & self-archiving
  • Related identifiers: doi: 10.14254/2071-789x.2015/8-3/6
  • Subject: Sociology (General) | HM401-1281 | commercial bank | bank customers' satisfaction | additional purchases of banking products and services | loyalty of bank clients
    acm: Hardware_MEMORYSTRUCTURES

The aim of this article was to examine and quantify 1) the dependence of additional purchases of banking products from customer loyalty and 2) dependence of bank clients’ loyalty from their satisfaction with the bank’s customer service. The respondents from our research... View more
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