...Amani Gration Tegambwage; Pendo Shukrani Kasoga Purpose This study aims to investigate the effect of financial satisfaction (FS) on customer loyalty in the banking industry. Design/methodology/approach The study followed an explanatory research design using responses from 334 respondents from...

...Rashed Al Karim; Mirza Mohammad Didarul Alam; Maha Khamis Al Balushi Purpose The purpose of this study is to examine the impact of customer relationship management (CRM) components on competitive advantage through customer loyalty in the banking sector of Bangladesh. Design/methodology/approach...

... and analyzes a structural equation model, using five dimensions of E-service quality, customer satisfaction and customer loyalty, and focuses on the moderation test of gender. Findings This study finds that first, efficiency dimension of e-service quality is of same importance for male and female customers...

... loyalty. However, the remaining factors have no significant effect on either customer satisfaction or customer loyalty. In addition, customer loyalty is positively affected by customer satisfaction. Originality/value The paper finds that the service quality must be analyzed from different aspects only...