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

Auka, Daniel

ISBN 10: 3659337374 / ISBN 13: 9783659337376

Published by LAP LAMBERT Academic Publishing, 2013

About this Item

LIKE NEW. SHIPS FROM MULTIPLE LOCATIONS.

Seller Inventory # ERICA79636593373746

Bibliographic Details

• Title: Customer Loyalty In Retail Banking: The Effect Of Service Quality, Perceived Customer Value, Satisfaction And Customer Loyalty In Retail Banking
• Publisher: LAP LAMBERT Academic Publishing
• Publication Date: 2013
• Language: English
• ISBN 10: 3659337374
• ISBN 13: 9783659337376
• Binding: Paperback
• Condition: Like New
• Book Type: book

About this title

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.

About the Author

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.