... efficiency (SE) and customer satisfaction (CS) – not only influence customer loyalty but also act as necessary conditions for achieving high levels of customer loyalty (CL) in the context of electronic banking. Design/methodology/approach The study adopts a dual-method approach combining partial least...

... for this intention–behavior gap is that customers lack the necessary mastery beliefs when switching banks becomes a digital-only process. This article examines the effects of customer satisfaction, bank-switching intention, and bank-switching self-efficacy enhancement in relation to bank-switching behavior...

...John G. Dawes Purpose This study examines the extent to which bank’s scores on customer satisfaction are related to their switching, or churn rates. Design/methodology/approach The study uses quarterly data for 11 UK banks over a period of 8.75 years. The satisfaction data were provided...

... 2024 18 11 2024 04 12 2024 04 12 2024 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Customer satisfaction Brand loyalty Brand preference Competitors Demographics Services firms or brands compete for customers...

...Amirreza Ghadiridehkordi; Jia Shao; Roshan Boojihawon; Qianxi Wang; Hui Li Purpose This study examines the role of online customer reviews through text mining and sentiment analysis to improve customer satisfaction across various services within the UK banking sector. Additionally, the study...

...Albert Caruana; Joseph Vella Purpose The study explores the dynamics among communal-brand connections, corporate reputation, customer satisfaction and their collective influence on service loyalty within the retail customer segment of commercial banks. Design/methodology/approach Hypotheses...

..., and loyalty. Customer experience, in turn, affects customer satisfaction and loyalty. Originality/value This study highlights the need for academic scholars to prioritize customers’ interaction during the customer journey in financial services, addressing a gap between industry directions and academic...

... Publishing Limited Licensed re-use rights only Brand management Customer loyalty Customer satisfaction H2. Customers who use a bank (the focal bank) and one other bank will report higher satisfaction with that focal bank, than consumers who use a bank and two...

... and then tests the moderating effects of product type on the entire model. Loyalty is influenced by various factors, including customer satisfaction. As such, this study extends the theoretical understanding of loyalty by incorporating further constructs and high- and low-involvement product types...

... for donations (Sadaqah). Based on the stimulus-organism-response (S-O-R) model, this research explores the influence of perceived quality (i.e. system, information, service) as a stimulus on customer satisfaction, engagement and delight as organisms, which then affects continuance intention toward using m...

... the relationships among co-production, co-production enjoyment, co-production intensity, service effort, and job stress, and their effects on value co-creation, value co-destruction and customer satisfaction. Design/methodology/approach This study was conducted on the basis of dyadic data; the process...

... of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode Behavioral finance Financial advisors Money Customer satisfaction Symbolic meaning The symbolic nature of money has been discussed extensively by non-economists for decades (e.g. Belk and Wallendorf, 1990...

...Divya Mittal; Shiv Ratan Agrawal Purpose The current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors...

...Sulemana Bankuoru Egala; Dorcas Boateng; Samuel Aboagye Mensah Purpose In this paper, the authors investigated the impact of quality digital banking services delivered during the COVID-19 pandemic on customers' satisfaction and retention intentions. Design/methodology/approach This study...

... customers who were exiting banks at two skip intervals in Taiwan. The final survey sample consists of 227 respondents. Findings Empirical results confirm that optimal customer participation (CP) influences affective commitment through increased customer satisfaction. The optimal level of CP...

...Berrin Arzu Eren Purpose This study aims to investigates customer satisfaction from the use of bank chatbots and the effect of perceived trust in chatbots and banks' reputation on customer satisfaction. Design/methodology/approach A survey is conducted in Turkey involving 240 customers who...

...Meena Rambocas; Surendra Arjoon Purpose The purpose of this paper is to develop an integrated model to represent how service experience (core, employee and service scale), customer satisfaction (transaction-specific and cumulative) and brand affinity influence brand equity in financial services...

...Pınar Özkan; Seda Süer; İstem Köymen Keser; İpek Deveci Kocakoç Purpose The purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship...

...Pallavi R. Kamath; Yogesh P. Pai; Nandan K.P. Prabhu Purpose The purpose of this paper is to advance research on the relationship between customer experience and customer loyalty by exploring the serially mediating roles of brand equity and customer satisfaction and the moderating roles of age...

...Jae Woo Shin; Ji Yeon Cho; Bong Gyou Lee Purpose The purpose of this paper is to compare customer experience (CE) between digital and traditional South Korean bank users and its relationship with customer satisfaction (CS). Design/methodology/approach A survey of bank customers was conducted...