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Journal Articles

The performance generating limitations of the relationship-banking model in the digital era – effects of customers' trust, satisfaction, and loyalty on client-level performance

Kent Eriksson, Cecilia Hermansson, Sara Jonsson
Journal: International Journal of Bank Marketing
International Journal of Bank Marketing (2020) 38 (4): 889–916.
https://doi.org/10.1108/IJBM-08-2019-0282
Published: 25 February 2020
... on net interest spread. In more detail, findings show that trust has a positive direct effect on client-level non-interest revenue. Furthermore, trust mediates the entire effect of satisfaction and loyalty on client-level non-interest revenue. Customer satisfaction and loyalty do not lead to enhanced...
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